Hybrid Technology Services Analyst IT Support for Agents

OhioX; Columbus (OH); Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical/dental/vision

Paid time off

401(k) with company match

Hybrid work options

Job summary

Nationwide Technology Services is seeking an Analyst, Technology Services to support and maintain applications, PCs, and infrastructure for associates and agents in a hybrid environment. You will resolve hardware and software issues, document incidents, and contribute to ITSM processes across environments.

The role emphasizes customer focus, security, and continuous learning, with responsibilities spanning incident handling, knowledge article improvements, and collaboration with cross-functional

Qualifications

• One year or less of technology experience including some troubleshooting.
• Good communication skills and customer service orientation.
• Familiarity with agency systems such as AGSS, AGCM, AgentCenter, PolicyCenter/Guidewire.
• Desire to gain IT knowledge and skills and a focus on continuous learning.

Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance.
• Diagnoses, analyzes, researches, and resolves technology equipment and application issues via phone, web, and chat.
• Documents, prioritizes, and escalates issues to level 2 technology partners with proper data.
• Supports IT Service Management processes and ensures timely responses to incidents.

Skills

Call center experience

IT knowledge

Continuous learning

Agency systems familiarity

Education

Undergraduate studies in computer science or MIS

Tools

AGSS

AGCM

AgentCenter

PolicyCenter

Guidewire

Job description

Nationwide Technology Services is seeking an Analyst, Technology Services to support and maintain applications, PCs, and infrastructure for associates and agents in a hybrid environment. You will resolve hardware and software issues, document incidents, and contribute to ITSM processes across environments.

The role emphasizes customer focus, security, and continuous learning, with responsibilities spanning incident handling, knowledge article improvements, and collaboration with cross-functional