Service Desk Agent I

About the role

Aflac is seeking a dedicated and skilled Technical Support Specialist to join our dynamic team. Reporting to the Aflac Information Technology Center (ITC) in Columbus, GA, you will provide first-line technical support to customers through phone and email, diagnose and resolve basic technical issues, and escalate complex issues to higher levels of support.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Provide first-line support by diagnosing and resolving basic technical issues, such as password resets, software installations, and connectivity problems
• Escalate unresolved issues to Level 2 or Level 3 support teams, ensuring all necessary information is documented
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system
• Follow standard operating procedures and guidelines for issue resolution and escalation
• Communicate effectively with end-users, providing clear and concise instructions or information about issue status and resolutions
• Aid in the setup and configuration of new user accounts and hardware as required
• Participate in training sessions to improve technical skills and knowledge of IT support processes
• Contribute to maintaining the knowledge base by documenting solutions and best practices for common technical issues
• Afford routine system checks and maintenance tasks as directed by senior team members
• Perform other duties as required

Requirements

• Basic understanding of operating systems (Windows, macOS, Linux)
• Familiarity with common office software (Microsoft Office, Google Workspace)
• Basic knowledge of computer hardware components and peripherals
• Understanding of network fundamentals (e.g., Wi-Fi, LAN, basic TCP/IP)
• Proficiency in using remote desktop tools for troubleshooting
• Ability to diagnose and resolve simple technical issues
• Logical thinking to troubleshoot common hardware and software problems
• Ability to follow standard procedures and scripts for common tasks

Qualifications

• High School Diploma or Equivalent
• 0-2+ years of help desk or IT work related experience or computer operations
• Technical support experience
• Working knowledge of the basic hardware and software products, problem-solving, and troubleshooting skills
• Knowledge of the latest technologies obtained by attending training and conferences

Skills

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Serving Organizational Goals
• Working with Diverse Populations

Benefits

• Total Rewards: Salary range $50,000 - $65,000
• Comprehensive benefits package including medical, dental, vision, prescription drug, health care flexible spending, dependent care flexible spending, Aflac supplemental policies, 401(k) plans, annual bonuses, and stock purchase opportunities
• Annual paid holidays, up to 20 days PTO, and state-mandated sick leave

Pay

The salary range for this job is $50,000 - $65,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation.

Schedule

This role is hybrid. You will be expected to report to the Aflac Information Technology Center (ITC) located in Columbus, GA for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.