Tech Support Analyst II at Capital Insurance Group in Roseville, CA

Job description

• A Technical Support Analyst II is an entry Tier1 support role that provides incident and request management support to internal and external customers working with guidance from more senior team members. The Technical Support Analyst is the first point of contact resolving hardware and software issues, providing basic functional support, and escalating complex incidents and requests. A Technical Support Analyst will have strong customer service, troubleshooting, and self-management skills.

Responsibilities

• Manage, resolve or escalate Service Desk tickets in a timely manner.
• Provide a high level of customer service to internal and external customers.
• Thoroughly document incident and request details in the company’s IT service management tools.
• Assist with user account creation and access management.
• Provide onsite, desk side support as needed.
• Understand CIG’s user communities, tools and business process and priorities to provide initial functional support using both off the shelf and internally developed applications.
• Job description is not prescriptive, but rather a guide as to the duties and responsibilities you will have, however it is not limited to the listed above.

Requirements

• Bachelor’s degree in IT or related field, or equivalent experience
• 1+ years of service desk experience
• 1+ years of Technical Support Analyst I experience
• IT HelpDesk Professional certification

Skills

Required

• Strong customer service
• Troubleshooting
• Self-management
• Incident and request management
• Hardware and software support
• Documentation
• User account management
• Onsite desk side support

Benefits

• Accrue twenty-one days of Paid Time Off during your first year
• Up to eighty-seven percent of benefits covered by CIG for you and your family members
• Medical, dental, vision plans
• One hundred percent covered plans
• Basic Life & AD&D
• Employee Assistance
• Leave Management
• Long Term Disability
• Short Term Disability (Outside of CA)
• Family Caregiver Support (Homethrive)
• Child Care Resources (Tootris)
• Business Travel Accident Protection
• Voluntary benefit offerings
• Short-term (CA only)
• Voluntary Life AD&D self, spouse and child plans
• Flexible Spending
• Health Savings (HSA)
• Hospital Indemnity
• Accidental Injury
• Critical Illness
• ARAG Legal Services
• Norton LifeLock
• Nine paid holidays, plus two floating holidays
• Above and Beyond Reward Recognition Program
• Kudos & Shout Out Points Program
• Quarterly Above and Beyond Bonus Program
• Annual Above and Beyond Bonus Program
• Competitive compensation
• Base compensation
• Salary Management Spot Bonuses
• Annual Incentive/Profit sharing program, potential payout annually based on company results.
• Discount partnerships
• Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
• Insurance Educational reimbursement and bonus programs
• Employee Referral Bonus Program
• Home and Auto Insurance Discount Program.
• Paid Volunteer Time – Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
• Retirement savings benefit (401k and Roth + match)
• Health & Financial Wellness
• Wellness platform, tools and events
• Health Savings Account – match
• Financial Wellness Resources
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as benefits and bonus programs.