Help Desk Analyst

Help Desk Analyst 

IMPORTANT TO KNOW:

• Position is currently virtual but candidates must be local to designated Farmers locations as listed in job description.
• Resource will be paid as a W-2 employee by the staffing supplier.
• Farmers will provide the laptop/equipment for this engagement.

JOB SUMMARY:

Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. This role is 100% virtual currently. Candidates must be local to one of the following locations:

• Warwick (RI) - 700 Quaker Lane Warwick, RI 02886
• Kansas City (KS) - 17000 West 119th Street, Olathe, KS 66061
• Oklahoma City (OK) - 7340 W Memorial Rd, Oklahoma City, Oklahoma 73142
• Wilmington (DE) - 3 Beaver Valley Rd. Wilmington, DE 19803
• Cleveland (OH) - 5990 West Creek Rd. Bldg. III Independence, Ohio 44131
• Lake Mary (FL) - 640 Century Point. Lake Mary, FL 32746
• Phoenix (AZ) - 24000 N Farmers Way, Phoenix, Arizona 85085

WHY YOU’LL LOVE THIS JOB

• Internal, enterprise-level support
• Career opportunities - Farmers IT offers a variety of specialized skill positions
• Work from home
• Collaborative work environment…new ideas and feedback are welcomed
• Performance, growth and goal-oriented culture

ESSENTIAL JOB FUNCTIONS:

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
• Acts as representative of technical services to its customers.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels 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.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise, information through written and verbal communications.

EXPERIENCE REQUIREMENTS:

• One year of technical help desk call center experience in an enterprise environment
• Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience

SPECIAL SKILLS REQUIREMENTS:

• Flexibility to work within 24x7x365 support team
• 40 WPM Typing
• Remote support experience preferred

EDUCATION REQUIREMENTS:

• High school diploma or equivalent required
• Bachelor’s degree preferred (Business or Computer Sciences)

INTERNET/CONNECTIVITY REQUIREMENTS:

• Download: >5 Mbps

• Upload: >2 Mbps

• Latency: <150ms

• Jitter: <30ms

SCHEDULING DETAILS:

• Initially schedules will center around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks). After training is completed, individual schedules will vary as we are a 24x7x365 operation. Schedules are determined through a shift bid conducted twice per year. Schedules determined through the shift bid should remain effective for 6 months. Candidates applying for this position should consider all possible outcomes.

About Farmers Insurance®

Farmers Insurance® has been serving its customers since 1928. We are committed to providing industry-leading products and first-rate services to our customers. Today, we are one of the country's largest insurers of vehicles, homes and small businesses. Farmers is headquartered in Los Angeles (CA) with additional offices in Austin (TX), Grand Rapids (MI), Warwick (RI), Kansas City (KS), Oklahoma City (OK), Seattle (WA), Wilmington (DE), Cleveland (OH), Plantation (FL), and Phoenix (AZ). We have more than 21,000 employees and close to 6,000 non-employees in our workforce.

Ambition Statement

We’re proud of more than 90 years of serving our customers and excited about the future as we continue to evolve to meet their needs. Our ambition is to be the leader in delivering peace of mind, innovating for customers whenever and wherever they need us.

Community Involvement

Giving back, serving others and making a positive impact in communities across the country is at the core of Farmers’ social responsibility efforts.

Diversity and Inclusion

Our commitment to diversity and inclusion is the foundation of our organizational culture and we strive to foster an engaging and dynamic workplace. Farmers Insurance® has been recognized for its strong & dynamic culture and has earned top marks in the Corporate Equality Index.

Great Place to Work

Over the years, Farmers Insurance® received recognitions as one of the best places to work. Below are the recognitions we received in just year 2021:

· Fortune Best Workplaces for Millennials™ 2021

· Fortune 100 Best Companies to Work For® 2021

· Fortune Best Workplaces in Financial Services & Insurance™ 2021

· Great Place to Work's Best Workplaces in Texas™ 2021

· Best Place for Working Parents 2021

· Best Places to Work for LGBTQ Equality 2021

· Los Angeles Business Journal Diversity, Inclusion + Equity Honoree 2021