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Technical Support Specialist II in Nashville, TN at The General® Insurance

Date Posted: 7/2/2018

Job Snapshot

Job Description

Permanent General Companies, also known as 'The General' Insurance Company as seen in national television advertisements, is a rapidly growing company and a leading non-standard auto insurance provider.

Currently, we are seeking qualified applicants for Technical Support Specialist II  in our Information Technology (IT) department.  We offer an employee-friendly and collaborative environment where the right candidate will learn and grow with the company. 

The General® offers a generous benefits package to its employees including medical, dental, vision and life insurance after one month of employment; health care and dependent care flexible spending accounts, tuition reimbursement, paid time off (vacation, sick, holidays), 401(k) participation with a matching contribution, wellness initiatives and much more! 


Essential Functions


Customer Service & Support

  • Provides telephone support for all technical incidents and requests.
  • Promotes the “SERVICE” image of the company IT Department.
  • Exudes a proactive mindset and positive attitude at all times.
  • Answers each call courteously, friendly and promptly, with the goal of answering calls before callers are sent to voicemail.
  • Attempts to close all work orders within 1 hour of receipt.
  • Responsible for promptly checking voicemails and returning calls during normal working hours.
  • Provides technical support and troubleshoots standard company software via phone, in-person and using remote assistant tools.
  • Works with end users to accurately document in work orders, vital diagnosis information and screenshots related to incidents, to aid in problem identification, appropriate prioritization and escalation.
  • Assigns work-order priority and due-dates based off of customer needs, business impact and urgency, in a timely manner.
  • Provides frequent updates and documents all communications related to work orders.
  • Assigns work orders to the appropriate team, referring to the Application Responsible Party List and Escalation Process List, in a timely manner.
  • Initiates and follows the System Outage Notification Process and provides frequent updates to affected teams/departments.
  • Utilizes remote control tools in a respectful and confidential manner, in compliance with company policies and procedures.
  • Assists in developing and adheres to internal and external customer service level agreements.
  • Follows Support Desk industry best practices for customer interaction, response times, escalation procedures and resolutions.
  • Troubleshoots and resolves break-fix issues of computer software and hardware.
  • Clearly communicates to provide status updates and completion information related to work orders and special projects.
  • Participates in quarterly cross-training sessions for knowledge transfer.
  • Assists with new-hire training for support level skills.
  • Provides input and documentation for creation of policies and procedures, related to Customer Support and work order handling, to ensure polices & procedures are in-line with daily practice and service level deliverables.
  • Responsible for monitoring phone related metrics (calls answered, sent to voicemail, calls abandoned) and coaches teammates on how to improve statistics. Provide weekly updates on phone related metrics.
  • Maintains strict confidentiality with regard to protected personal information and understands and adheres to Company's Security policies and procedures.

 Hardware/Software Support

  • Installs and supports all approved desktop software applications.
  • Ability to gain thorough understanding of and ability to install and troubleshoot all end-user related hardware (i.e. Laptops, Desktops, Printers, Thin Clients and other peripherals).
  • Demonstrates clear understanding of impact related to changes/upgrades/patches to hardware, software and/or company applications.
  • Develops knowledge base articles and user documentation for solutions to common incidents/requests.
  • Responsible for verifying and maintaining accurate printer inventory asset records.
  • Assists with lifecycle replacements by participating in reimaging efforts. 
  • Assists with verifying accurate computer inventory asset records.
  • Refers major hardware problems to escalation teams for resolution.
  • Adds/removes & troubleshoots network printers (client side).
  • Assists with and takes ownership of other duties as assigned/necessary for team success.
  • Provides basic telecom troubleshooting.
  • Regularly assists other Technicians with office moves/relocations and deploying & setting up computers for end-users.
  • Demonstrates proper cable management for workstations, to avoid messy appearance and trip hazards.

Job Requirements

Education, Training and Experience
  • Associates degree from an accredited college or university, with an emphasis in Computer Science, Information Systems, or a minimum of 4 years’ experience in IT support, within a corporate office environment – strongly preferred.
  • Intermediate working knowledge of latest business related software and computer operating systems including, but not limited to Microsoft Office 2013, Microsoft Windows 7 & 10, and other current software packages utilized in the work environment.
  • General technical knowledge and understanding of IT terminology, networking and security fundamentals.
  • Must be able to be friendly and be empathetic with customers.
  • Must be a team player and willing to work with others through collaboration and reasoning.
  • Must be detail oriented for purposes of work order logging, problem resolution (root cause analysis), and inventory tracking.
  • Microsoft Certified Desktop Support Technician (MCDST) –
  • ITIL v.3 Foundations certification – required (within 180 days of hire or promotion).
  • Prefer previous experience working with both Dell and HP desktops and laptops as well as Microsoft Surface Tablets.
  • Working knowledge and support of thin client configurations - preferred.
  • Must be able to quickly learn basic functionality of Dell KACE Solution (K1000 and K2000).
  • Familiarity with Desktop Virtualization solutions - preferred.
  • Experience with desktop/laptop encryption products - preferred.