Tech Services Associate I (Service Center)

Position Summary
GEICO is seeking a highly motivated Tech Services Associate with a passion for customer service to provide direct support for GEICO Tech customers, network connected devices, software, and network systems. You will help drive our insurance business transformation as we transition from a traditional IT model to a tech organization with engineering excellence as its mission, while co-creating the culture of psychological safety and continuous improvement.

Position Description
Our Tech Services Associate I is a key member of the engineering staff working on tasks with low to medium complexity, including troubleshooting, monitoring business application performance and availability. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate coordinates response to Major Incidents (MI), performs various operational functions, provides excellent customer service, and completes analysis for automation and problem management to draft requirements to address any significant findings while meeting quality standards.

Position Responsibilities
As a Tech Services Associate I, you will:

• Work on a shift, and therefore, the schedule may include weekends and or nights
• Must be comfortable working on the phones to assist internal customers and end-users
• Provide direct technical support to internal customers and end-users
• Understand Microsoft Client Win10/Win11 fundamentals
• Open and close tasks within Helix ITSM (formerly called Remedy) or a similar platform
• Utilize Bomgar to troubleshoot remote clients
• Follow PCI Protocols
• Troubleshoot audio/visual hardware and software
• Install and troubleshoot printers and network software to control access to printers
• Install and troubleshoot Microsoft Office products, WebEx, VoIP/Equality, Microsoft Active Directory, Microsoft Azure, Azure DevOps, User identity and security access management
• Understand, utilize, and troubleshoot SCCM, Microsoft Intune and Windows Autopilot, Cisco AnyConnect, and Zscaler

Qualifications

• Basic understanding of computing devices, operating systems, software installation and administration
• Understanding of technical documentation
• Experience with Microsoft Office tools (Word, Outlook, Excel, etc.)
• Understanding of Microsoft Active Directory, network protocols, and cloud computing is a plus
• Must be familiar with client hardware troubleshooting that includes diagnosis and/or replacement
• Familiarity with VoIP provisioning and remediation is a plus
• Excellent verbal and written communication skills
• Professional telephone etiquette
• Strong problem-solving skills
• One or more of the following CompTIA certifications are highly desired: IT Fundamentals+, A+, Network+, Cloud+, Security+
• One or more of the following Microsoft certifications are highly desired: Azure Fundamentals, MTA’s (Microsoft Technology Associate), Windows Operating Fundamentals, Networking Fundamentals, Security Fundamentals, and Programming Fundamentals
• Cisco Certification: Cisco Certified Network Associate (CCNA) is highly desired

Experience

• Relevant IT support experience in computing devices and computer Operating Systems including Windows with UNIX/Linux as a plus
• Helpdesk or call center experience is a plus

Education

• Bachelor’s degree in Computer Science, Information Systems, or equivalent education or work experience

Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Benefits:

As an Associate, you’ll enjoy our

• to help secure your financial future and preserve your health and well-being, including:

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each Associate Is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.