Farmers Insurance Group
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Oklahoma City,
OK
Provides first level help desk support for any problems and service requests related to PC hardware, PC software or PC network connectivity at Farmers and its affiliates. Provides first level help desk telephone support for certain Farmers proprietary applications when chartered to do so (e.g. CRN support).
Position Requirements
Conducts 1st level problem determination for incidents involving low to medium complexity using documented procedures and available tools.Ensures customer satisfaction by responding to calls, email, and/or voicemail to the Help Desk in a timely, accurate, and professional manner.Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.Logs all customer service requests.Ensures problem resolution by initiating problem escalation to PC Help Desk Specialist and/or 2nd and 3rd level support in accordance with problem escalation procedures and tracking problem acceptance and resolution times.Initiates escalation as appropriate to ensure management awareness of severe problems or problems that are exceeding documented target resolution times.Acquires and maintains current knowledge of relevant product/service offerings and supportpolicies to provide technically accurate solutions to customers.Performs other duties as assigned.
Preferred Skills and Abilities
Technical skills:
*Must have IBM Tivoli Identity Manager experience
*Must have provisioning/deprovisioning experience with the following apps/platforms: Lotus Notes, Mainframe, Active Directory
*Must have working knowledge of Remedy
*Some experience with AIX would be helpful
*Needs to be familiar with general Security & Compliance policies and regulations
*Needs to be able to look-up and identify what Active Directory groups provide access to network shares
Non-technical skills:
*Good verbal and written communication skills required
*Must be detail-oriented
*Needs the ability to multi-task
Physical Actions
Required job duties are essentially sedentary work consisting of occasional walking, standing and lifting and/or carrying 10 lbs. Maximum.
Physical Environment
Required job duties are normally performed in a climate controlled office environment.
Education Requirements
Four year college degree or satisfactory completion of a technical curriculum from an accredited computer school and job experience related to experience requirements stated below.
Experience Requirements
Six months experience in general customer service function.General knowledge of Microsoft Office, and Operating Systems.
Special Skills Requirements
Good interpersonal and communications skills.Ability to work within a team structure.General knowledge of all site standard equipment and facilities.
Oklahoma City, OK
Oklahoma City, Oklahoma
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