Associate Help Desk Specialist in Lincoln, RI at Amica

Date Posted: 10/11/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lincoln, RI
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:
    10/11/2019

Job Description

Associate Help Desk Specialist
25 Amica Way, Lincoln, RI 02865

Want to be on a team that’s building the future?
The feeling is mutual.

Responsibilities
• Assist in providing support to resolve user problems by utilizing the appropriate tools, resources and acquired knowledge of software, hardware and the network
• Effectively respond to all Incidents and Service Requests reported to the Help Desk throughout the lifecycle
• Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible, logging all Incident/Service Request details
• Escalate major Incidents to the Incident and\\or Problem Managers and those at risk of breaching Service Level target to the Incident Process Coordinator
• Communicate with co-workers about their Incidents’ status, verifies resolution and documents Incidents
• Assign unresolved Incidents to appropriate Support Group
• Assist users in the basic utilization of personal computer hardware and associated computer software
• Mentor co-workers in methods, techniques, systems, and other Help Desk related areas where appropriate


Hours
The 37.5-hour schedule will be Monday through Friday between the core hours of 8 a.m. and 5 p.m., with the potential to work holidays and a few Saturdays per year.

Qualifications
• High school diploma or equivalent education required
• Minimum of 1 years’ experience handling Help Desk inquiries or equivalent experience in Customer Service
• Commitment to continuous learning with a focus on skills required for the position
• Ability to take direction needed to resolve incidents quickly and effectively
• Able to work independently over time, by gaining functional, technical and problem-solving skills
• Committed to using and improving documentation and processes in the lifecycle of incidents

Perks and Benefits
Paid vacation, holidays and sick days
Generous leave programs, including paid parental bonding leave
Medical, dental, vision coverage, short- and long-term disability, and life insurance
Generous retirement benefits
Opportunities for advancement in a successful and growing company

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, religion, sex, color, national origin, ethnicity, age, genetic information, disability or sexual orientation. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.


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