Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Responsibilities:

Act as an agent on IT Help Desk answering incoming calls, chats, in person inquiries.Manage IT ticket requests and incidents via ServiceNow.Apply computer image for internal customer’s new pc and work with the customer to configure the device.Assist customers resolve technical issues.Follow processes, document resolutions and add to our knowledgebase when resolution is achieved.Maintain own ticket queueAdhere to SLA metrics that are in place for ticket resolution, response time, and first call resolution.Operate independently while assisting customers and other support teams involving issue resolution and problem solving.Learn other functions within the IT Helpdesk.Willingness to cover for second shift until 9PM EST and occasional weekend work

Skills:

Aptitude with technical areas: e.g., laptops, printers, peripherals, network, imaging, remote supportGood customer service skillsSelf-motivated team player who excels in a collaborative environmentAct as a member of a team and flow to the work.Good organizational skillsAbility to perform in a challenging but collaborative work environment with individuals from across the organizationIntegrates multiple concepts across job functions with a goal of overall benefit to the organizationExcellent analytic and problem-solving skillsEffective oral, written, and interpersonal communication skills

Technical Ability:

Ability to perform troubleshooting through diagnostic techniques and pertinent questionsDetermine best solution based on the issue and details provided by the customersRecord and track all activity on every issue through ticketing system

Prefer bachelor’s degree in Computer Information Systems.

Business Unit:

Property & Casualty IT Services

Benefits:

We offer competitive healthcare, retirement, and paid time off benefits for full-time and part-time benefit eligible employees.