Progressive IT Service Desk Specialist in Colorado Springs, Colorado

IT Service Desk Specialist

The Progressive IT Service Desk is seeking IT professionals who are looking for an entry-level opportunity to start or enhance their IT career. The IT Service Desk is the first line of support and offers the opportunity to experience a variety of technologies through issue identification and resolution, as well as building customer service skills.

You will support our 30,000 Progressive employees, as well as, our 30,000 network of external Insurance Agents to resolve technical issues. The work performed is primarily conducted over the phone; however, we also use chat (this service is increasing) and handle requests from our IT Portal. KBAs (Knowledge Based Articles) are used by our IT Service Desk Specialists to help resolve and/or escalate an incident.

The IT Service Desk is part of the overall Enterprise Technology Services (ETS) organization within our Information Technology organization. We are seeking candidates who have a passion for technology, can clearly articulate their future career goals and recognize why this role can help further their career goals and aspirations. While this is an entry-level position, we are seeking candidates who have the desire and aptitude to build their technical knowledge/skills through a combination of experience and formal training enabling them to grow within the ETS organization. The IT Service Desk is an environment where performance is heavily measured by various metrics (e.g., average handle time (AHT), first call resolution (FCR), after call work (ACW) just to name a few).

Our call volume can get high at times; for example, on Sundays we may have 150 calls, Mondays could be 2,000, and mid-week could be anywhere from 1,500-1,600 calls per day. The Service Desk has well-defined processes and procedures in place that require adherence. The office work space is configured in a very open and collaborative environment.

Key Responsibilities:

  • Provides Tier 1 technical support by directly responding to customer requests and inquiries

  • Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents

  • Educates customers and communicates troubleshooting steps

  • Resolves routine hardware and software incidents

  • Follows documented workflow and established standards to resolve routine and newly reported issues

  • Escalates to the appropriate technical resources for more complex incidents

  • Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts

  • Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management

Education and/or Experience Required:

  • Associate's degree in an Information Technology discipline or related field of study (e.g. MIS, IS, IT, CNS, Computer Engineering, Windows Networking Administration) and a minimum of two years of related work experience, which could include experience in a field providing customer service, or assisting end users with hardware and software related problems

  • In lieu of a degree, a minimum of four years of related work experience, which could include experience in a field providing customer service, or assisting end users with hardware and software related problems

  • Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware and software related concepts

  • Basic knowledge of networking devices, such as switches and routers

  • Technical troubleshooting, diagnostics, and incident management skills

  • Listening, verbal, written and interpersonal skills

  • Customer service skills with the ability to remain sensitive and responsive to customers' needs

  • Ability to translate technical information into understandable terms for a variety of audiences

  • Ability to pay close attention to details

  • Ability to work in a team-oriented environment

  • Ability to maintain composure in stressful situations

  • Ability to stay current with common computer operations concepts and tools for solving technical issues

  • This position is subject to online pre-employment testing for external candidates

Preferred Experience/Skills:

  • Prefer 2-4 years of related work experience in a technical field which could include assisting end users with hardware and software related incidents in a professional business environment

  • Experience with servicing customers (internal or external) – in-person and/or phones

  • Technical certification is a plus (e.g. CCNA, A , Network , etc.)

  • Proven ability to adapt to change

Service Desk Training Class:

  • Training is an important aspect for success at the IT Service Desk and is scheduled for approximately five weeks (subject to change). Nine business days will consist of taking calls with in-classroom support. The remaining days will be dedicated to classroom and mentoring activities.

  • The timeline for this class is: 6-11-2018 through 7-13-2018 during core-business hours (8:00a–4:45p ET), Monday through Friday

  • Please note any potential conflicts so accommodations can be considered before accepting an opportunity

  • Attendance and attentiveness during this time is critical to your success

  • Once the initial Service Desk Training is completed; the onboarding activities are divided amongst classroom activities, hands on practice scenarios, discussions, mentoring, and shadowing sessions

Work Schedules (all dependent on business need and subject to change):

  • Work schedules are determined in accordance with our business need (e.g. peak call volume - the Service Desk is a 24 x 7 operation)

  • Personal preferences are considered when schedules are being decided; however, business need drives the overall schedule

  • Standing commitments (e.g. military reserve duty) are considered within the scheduling process

  • Shifts and schedules will be assigned for a total of 40 hours per week and are based on business need

  • (5) 8-hour day shifts are scheduled between 6:00a-12:00a ET, Monday through Friday and may include (1) weekend day (Saturday or Sunday) scheduled between 6:00a-6:00p ET

  • Due to our peak call volume schedule, Mondays are typically not an option for your scheduled day off

  • For shifts that include holidays, you will be compensated with holiday pay

  • For shifts that go later into the evening, you will be compensated with shift-differential pay

  • Each day scheduled will include 45 minutes for an unpaid lunch

  • Frequency of changing shifts is based on business need

Physical Requirements / Working Conditions:

The physical requirements and working conditions listed below are representative of those required on the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities.

  • Typical office environment requiring the use of typical office equipment (e.g., computers, phones, etc.)

  • Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulation, and neck bending and turning; near vision is necessary for computer monitor use

  • If working in an Emerging Workspace, or similar working arrangement, lifting of laptop equipment, files and/or personal belongings weighing 10 lbs. or less is required

  • May require long periods of sitting

  • May require prolonged repetitive use of the upper extremities

Our company

As a technology leader in the auto insurance industry, Progressive offers tech professionals access to new technologies and the support of a collaborative team. With encouragement and flexibility to test your own ideas, you’ll directly impact company growth and success. You’ll also benefit from:

  • Annual gainshare bonus of up to 16% of your salary; Progressive rewards each of us with an annual bonus based on company performance

  • 401k which includes dollar-for-dollar company match of up to 6% annually

  • Dedication to work/life balance which includes flexible work arrangements and tools to support your lifestyle

  • Commitment to technology innovation through initiatives like our Business Innovation Garage where professionals can test new ideas, technology and prototypes

  • Dynamic company culture that encourages engagement, supports Employee Resource Groups, values your input and embraces a relaxed atmosphere

  • Onsite gym and wellness programs with discounts & rewards

  • Healthcare onsite and standard benefits (medical, dental, vision)

/ Apply today! /

/ Equal Opportunity Employer /

Job: *Information Technology

Title: IT Service Desk Specialist

Location: Colorado-Colorado Springs

Requisition ID: 150596