Help Desk Technician

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Fremont, MI

Fremont Insurance Company

Fremont Insurance Company, an affiliate with the Auto Club Group, is a Michigan exclusive property and casualty insurance carrier with headquarters in Fremont, Michigan since our inception in 1876. Because we make our own homes and livelihood in Michigan, we understand our State's unique geography, climate, demographics, and lifestyles. Fremont Insurance Company is committed to providing quality and affordable insurance products to policyholders with major emphasis in customer service to enhance the growth and profitability of our Company for shareholders, agents, employees and local communities. https://www.fmic.com

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Full-Time

Competitive Compensation and Benefits Package

Overview: <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial;">The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. </span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><strong><span style="font-family: Arial;">Work Environment</span></strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Works in a temperature controlled office environment. May require occasional travel, with exposure to road hazards and temperature extremes.</span></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><strong><span style="font-family: Arial;"><br /></span></strong><strong><span style="font-family: Arial;">The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!</span></strong><span style="text-decoration: underline;"><strong><span style="font-family: Arial;"><br /></span></strong></span></p>
Responsibilities: <ul> <li><span style="font-family: Arial; font-size: medium;">Provides tier one support to internal customers and external agents regarding various PC and software application issues including initial diagnosis of problem, break-fix solution and escalation of problem as appropriate. </span></li> <li><span style="font-family: Arial; font-size: medium;">Provides solutions for hardware/software malfunctions to ensure system availability to customers and agents. </span></li> <li><span style="font-family: Arial; font-size: medium;">Assists network personnel in the support of company network issues including setup support. </span></li> <li><span style="font-family: Arial; font-size: medium;">Supports management with hardware and software inventories and develops and maintains assigned reports. </span></li> <li><span style="font-family: Arial; font-size: medium;">Responds to tier one inquiries related to a variety of business applications, systems and processes. Accountable for problem ownership and all communication and timely follow up with management, employees and Agents. </span></li> <li><span style="font-family: Arial; font-size: medium;">Identifies opportunities to improve education and communication with the field and across team and develops reports to track problem resolution. </span></li> </ul> <div>&nbsp;</div>
Requirements: <div><span style="font-size: medium;"><strong><u><span style="font-family: Arial;">Preferred Qualifications:</span></u></strong></span></div> <ul> <li><span style="font-size: medium;"><span style="font-family: arial;">Bachelor's degree in related field and/or technical certification</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Excellent verbal and business writing skills. (A writing sample may be required at time of interview).</span></span></li> </ul> <br /> <p style="margin-top: 0px; margin-bottom: 0px;"><strong><u><span style="font-family: Arial;">Required Qualifications:</span></u></strong></p> <div><span style="font-size: medium;"><span style="font-family: Arial;"> Experience in/with:</span></span></div> <ul> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Investigation and resolution of PC and application problems</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Providing customer-focused service</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Navigating through a PC windows and/or mainframe environments including accessing information from multiple applications</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Correcting hardware/software malfunctions</span></span></li> </ul> <div><span style="font-size: medium;"><strong><span style="font-family: Arial;">Knowledge of:</span></strong></span></div> <ul> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">PC software applications (e.g. Word, Excel, PowerPoint, etc.)</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Software and hardware applications</span></span></li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><strong><span style="font-family: Arial;"> Ability to:</span></strong></span></p> <ul> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Respond to incoming requests (telephone, e-mail, in-person) for help desk support in a courteous manner</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Document end-user and issue-specific information</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Escalate problems/issues to next-level staff as appropriate </span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Present complex information in a clear and concise manner</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Work independently, with minimal supervision</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Work effectively in a team environment</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Interpret and summarize technical material</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Develop and deliver training materials to assist team members</span></span></li> <li style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial;">Work under pressure and achieve high service levels</span></span></li> <li><span style="font-size: medium;"><span style="font-family: Arial;">Willingness to work irregular hours</span></span></li> </ul> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;">&nbsp;</p>