Technical Support Analyst I

AAA Life Insurance Company; Livonia (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work environment

Health, dental and vision coverage

401k match and pension contribution

Paid time off and parental leave

Employee resource groups

Job summary

AAA Life Insurance Company is seeking a Technical Support Analyst in Livonia, MI to provide end-user support, troubleshoot IT issues, and document resolutions. This on-site role requires you to handle phone/email tickets, perform remote support, and escalate as needed within ITSM processes.

The shift is 12:30PM-9PM, Monday through Friday, with a minimum of three days in the Livonia office. A Bachelor's degree or equivalent experience in computer science or related field is preferred, plus 1–2

Qualifications

• Bachelor's degree or equivalent experience in computer science, business administration, or related field.
• Willingness to work a later shift with minimal supervision.
• 1–2 years of customer service experience.
• Ability to work in a team environment.

Responsibilities

• Provide end-user support desk-side or remotely for AAA Life applications.
• Administer user accounts using Active Directory.
• Execute and monitor iSeries commands.
• Perform remote computer support via WebEx and TeamViewer.
• Support hardware and software including Outlook, Microsoft OS, Teams, and MFA.
• Research and document complex issues; escalate as needed for production issues.
• Document activity in ITSM tracking system with detailed notes.

Skills

Customer service

Team collaboration

Strong communication

Problem solving

Attention to detail

Education

Bachelor's degree in computer science or related field

Tools

Active Directory

Outlook

Microsoft Windows

WebEx

TeamViewer

ITSM ticketing

Job description

Overview

At AAA Life, we strive to maintain a collaborative work environment with shared responsibilities that puts the member first and provides great service to the AAA club partners.

As a people-centric organization, we focus on the development of all associates and providing opportunities to help them succeed. Here, you will exercise your potential to innovate, finding ways to increase efficiency and enhance our business processes.

Our goal is to develop an environment that attracts, cultivate and inspires excellence so that all of our associates have an exceptional AAA Life experience.

AAA Life Insurance Company is seeking a Technical Support Analyst who is excited to be part of a growing, transforming business and has the desire to grow his or her career. You will be part of a tight-knit and cohesive group of professionals who take pride in their work, care about the impact of their contributions and care about their teammates. General responsibilities include receiving end-user support requests via phone or email based ticketing system, performing initial troubleshooting and root cause analysis, documenting technical resolutions and procedures, and communicating or escalating as necessary to resolve production issues.

NOTE: This is for a 12:30PM-9PM shift, Monday through Friday. Must be in the Livonia office a minimum of 3 days a week and more if needed.THIS POSTION IS NOT REMOTE!!!

Responsibilities

• Support users of AAA Life applications desk side or remotely.
• Administer useraccounts using Active Directory.
• Execute and monitor iSeries commands.
• Perform remotecomputer support through WebEx and Teamviewer.
• Support of hardware and software, including but not limited to Outlook Email, Microsoft Operating Systems, Teams, Web Applications, and Multi-Factor Authentication
• Identify and address user computer issues.
• Work under minimal supervision following established processes.
• Research complex issues; document steps taken with detailed description of the issue.
• Perform initial triage on production break/fix items and documents all pertinent data.
• Thoroughly document all activity through ITSM tracking system.
• Maintains a high level of knowledge and expertise relative to AAA Life and its products, systems, programs, and business processes.

Qualifications

• Must have or pursuing bachelor’s degree in computer science, Business Administration, or a related field or equivalent experience.
• Must be able to work on a later shift with little to no supervision during that time.
• Prefer a highly motivated candidate that thrives working in a team environment.
• 1 - 2 years customer service experience in any field

What We Bring to the Table

Hybrid work environment that promotes work-life balance

Comprehensive medical, dental, and vision coverage starting from your first day

Employer 401k match and employer contribution to a pension plan

Generous PTO and paid parental leave to support your family needs

Various associate resource groups and community involvement initiatives

Essential Job Functions

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodation will be provided for otherwise qualified applicants as needed to enable them to fulfill these requirements.

AAA Life Insurance Company does not offer immigration sponsorship for this position. This includes visa types such as H-1B, TN, and STEM OPT. Please do not apply if you currently require or may require employer-sponsored immigration support now or in the future.

We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Hybrid Word Environment
• 401K
• Support for Community Involvement

We work hard to embrace diversity and inclusion and encourage everyone at AAA Life to bring their authentic selves to work every day.