Tech Services Associate II (Onsite)

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.
Description
Our Tech Services Associate II 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.
** THIS ROLE IS REQUIRED, FULL-TIME ONSITE IN OUR INDIANAPOLIS, IN OFFICE **
Responsibilities
As a Tech Services Associate II, you will:

• Provide direct technical support to associates in person and remotely
• Understand Microsoft Client Win10/Win11 fundamentals
• Open and close tasks within Remedy/SMART IT or 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 Blancco, SCCM, Autopilot/Intune, AnyConnect, Zscaler

Qualifications

• Must be able to lift servers, PCs, and printers in the 40 - 50 pounds range
• Requires full-time work on premises. Remote work is not available for this position
• 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
• Familiar with client hardware troubleshooting to include diagnosis and/or replacement, cybersecurity requirements, client architecture, and Microsoft patching for client
• Understanding of Vendor Management, including pricing and managing Return Merchandise Authorizations
• Proficient with core equipment in Data Center and Remote Offices
• Familiar with VoIP provisioning and remediation
• Excellent verbal and written communication skills
• Professional telephone etiquette
• Strong problem-solving skills
• One or more of the following certifications are highly desired:

• CompTIA Certifications: IT Fundamentals+, A+, Network+, Cloud+, Security+
• Microsoft Certifications: Azure Fundamentals, MTA's (Microsoft Technology Associate), Windows Operating Fundamentals, Networking Fundamentals, Security Fundamentals, and Programming Fundamentals
• Cisco Certification: Cisco Certified Network Associate (CCNA)

Experience

• 2+ years of hands-on work experience in computing devices and computer Operating Systems including Windows with UNIX/Linux as a plus

Education

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

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits:
As an Associate, you'll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**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.