Service Desk Rep Specialist

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description

Under minimal direction, coordinates with internal organization support and operations groups and / or with vendors to resolve complex problems. Recommends and influences decisions that impact the direction and strategies of current and future initiatives. Effectively demonstrates customer care principles in individual to executive interactions.

Key Responsibilities

• Collaborates with tier 1 and tier 2 from a tier 3 perspective to resolve advanced technical needs and provides authored solutions to increase resolutions by tier 1 and tier 2

• Under minimal direction provides advanced technical knowledge and support to internal and/or end users for remote connectivity and security technologies

• Under minimal direction carries out procedures to ensure that all information systems products and services meet minimum organization standards and end-user requirements

• Consistently partners with voice, network services, software developers, product operations and/or vendors to develop remote connectivity technologies, re-establish service, and/or identify and resolve the root cause and/or more complex problems

• Partners with network services, software systems engineering, applications development and/or vendors to develop implementation plans for new technologies

• Thoroughly tests software and hardware in the planning stages to ensure proper operation and freedom from defects. Analyzes documents and works to resolve all problems

• Under minimal direction, utilizes extensive knowledge of network infrastructure and applications to resolve complex issues and provide consultation in the design of applications and the infrastructure

• Collaborates with the affected business units regarding new/upgraded technologies

• Creates enterprise support procedures

Education

• High School Diploma or GED (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

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Compensation

Base compensation offered for this role is $20.52 -$31.71] [hourly] and is based on experience and qualifications.