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National General Insurance

National General Insurance

Desktop Support Technician I

Dallas, TX
+1 location
Winston-Salem, NC
Full Time
Paid
  • Responsibilities

    PRIMARY PURPOSE:

    Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff.

  • Qualifications

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

    • Process Level I team incidents and service requests
    • Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
    • Comply with standard processes and procedures
    • Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams
    • Rely on experience and judgment to plan and accomplish goals
    • Maintain commitment to continuous process improvement
    • Interact closely with customers to understand their needs and / or requirements
    • Troubleshoot and resolve tickets within SLAs), related to operations and end-user requests
    • Able to coordinate with geographically dispersed teams to achieve results
    • Ensure deployment of PCs (adds, moves, changes)
    • Work effectively with PC imaging software such as Ghost and / or SCCM
    • Ensure deployment, management, and support of PCs, peripherals, and mobile devices
    • Maintain working knowledge of remote connectivity software
    • Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
    • Coordinate activities with service desk, network services, or other IT teams
  • Industry
    Insurance
  • Locations
    Winston-Salem, NC • Dallas, TX
  • Fun Fact
    We're a company of many niche businesses where you can grow and thrive in many different disciplines.
  • About Us
    National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.