IT Service Desk Technician

External candidates: In order for your application to be correctly processed please sign-in before you apply

Internal candidates: Please go to Workday and click Find Jobs link under Career

Thank you for considering opportunities with us!

Job Title

Requisition Number

Location

Additional Locations

Job Information

CSAA Insurance Group (CSAA IG) a AAA insurer is one of the leading personal lines property and casualty insurance groups in the United States. Here every employee shapes our mission. We build innovative human-centered solutions that help AAA members prevent prepare for and recover from lifes uncertainties. You will join a collaborative inclusive culture where your strengths have room to grow and your ideas can drive real impact. Step into a role where you can contribute to our shared success through meaningful work.

We are actively hiring for an IT Service Desk Technician - Remote!

Your Role: The IT Service Technician I will assist in maintaining/updating user reference/procedural information and communicate with other departments to determine correct procedures and/or policies. The technician will also assist in guiding procedural improvements in relation to the ITSC processes. Additional duties will include remoting into users machines to resolve issues and ensure Service Desk Coordinators are providing timely and accurate procedural and technical assistance.

Your work:

• Answers phone calls and chats from end users experiencing IT related issues

• Creates Help Desk tickets to track technical issues

• Identifies and records incidents in a clear and concise manner enabling the issue to be communicated properly

• Resolves the problem if possible

• Escalate calls to the appropriate higher level if unable to resolve the issue

• Remotely access PCs to resolve issues

• Prioritize daily work assignments and issues

• Maintain communication for all parties

• Install new software or update existing software when directed

• Change and reset passwords in Active Directory

• Unlock users accounts in Active Directory

• Troubleshoot VDI (Virtual Desktop Infrastructure) issues with end users

• Must collaborate with peers using collaboration tools such as Microsoft Teams

• Flexible to work any shift during operating hours; Monday-Friday 5am-11pm and Weekends 5am-7pm.

Required Experience Education and Skills

• Must have GED or High School Diploma

• 1 years of previous IT Help Desk Experience

What would make us excited about you

• Must be able to learn new technical concepts quickly and readily

• Must have a solid knowledge about computers in general and in particular: Windows 10 MS Office and the Internet

• Demonstrate high proficiency with Microsoft Office.

• Strong process adherence and improvement background.

• Must be able to work well in a team environment as well as on an individual basis and have a desire to help the end users and peers

• Knowledge of basic hardware configuration.

• Good knowledge of user account administration (Active Directory).

• Knowledge of basic networking infrastructures.

• Connecting to a database or application using ODBC.

• Experience in a critical real-time production environment.

• Must have excellent communication skills in person on the phone and email.

• Experience in an end user based environment.

• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.

• Self-motivated and ability to work on own initiative in a pressure environment.

• Willing to work variable shifts including evenings weekends and public holidays.

• Excellent customer service skills

• Problem solving skills

• Consistent follow through and follow up

• Great communication skills

• Excellent Attendance

• Can-do attitude

• The customer is always right attitude

• Actively shapes our company culture (e.g. participating in employee resource groups volunteering etc.)

• Lives into cultural norms (e.g. willing to have cameras when it matters: helping onboard new team members building relationships etc.)

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.

Why Choose a Career at CSAA IG

At CSAA IG we are a mission-driven organization proudly committed to empowering our members our employees and our communities to thrive.

Recognition: We offer a total compensation package annual bonus eligibility for most roles 401(k) with a company match and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at Growth: We believe in growth for everyone. Here at CSAA IG leaders and mentors partner with employees to align interests unlock development opportunities and support longterm success.

Flexible Workplace: We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles working primarily from home often with the flexibility to work from various locations including CSAA offices. Our flexible workplace empowers you to balance remote work with intentional inperson moments that deepen connection and collaboration.

Inclusion and Belonging: An inclusive and welcoming workplace is the cornerstone of our success. By fostering an environment where people feel valued and heard we deepen our ability to understand and meet the unique needs of our members. This strengthens innovation and enhances our products and services giving us a competitive edge in the market.

Sustainability: As climate change leads to more frequent and severe weather events we are taking bold action to build more resilient communities and reduce our environmental impact. Submit your application to be considered. We communicate via email so check your inbox and/or your spam folder to ensure you dont miss important updates from us.

CSAA is committed to providing reasonable accommodations to qualified applicants and employees with disabilities or other limitations. If you would like to request an accommodation to participate in the job application or interview process please contact

If you apply and are selected to continue in the recruiting process we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location experience or education.

CSAA does not provide visa sponsorship for this role. Applicants must have authorization to work indefinitely in the US. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e. H-1B TN STEM OPT Training Plans etc.).

CSAA Insurance Group is an equal opportunity employer.

#LI-SB1

Knowledge Skills and Abilities

Must be able to learn new technical concepts quickly and readily
Must have a solid knowledge about computers in general and in particular: Windows 10 MS Office and the Internet
Must be able to demonstrate high proficiency with Microsoft Office.
Strong process adherence and improvement background.
Must be able to work well in a team environment as well as on an individual basis and have a desire to help the end users and peers
Knowledge of basic hardware configuration.
Good knowledge of user account administration (Active Directory).
Knowledge of basic networking infrastructures.
Connecting to a database or application using ODBC.
Experience in a critical real-time production environment.
Must have excellent communication skills in person on the phone and email.
Experience in an end user based environment.
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
Self-motivated and ability to work on own initiative in a pressure environment.
Willing to work variable shifts including evenings weekends and public holidays.
Excellent customer service skills are CRUCIAL
Problem solving skills
Consistent follow through and follow up
Great communication skills CRUCIAL!
Excellent Attendance
Can-do attitude
The customer is always right attitude

Education Work Experience Licenses & Certifications

1 years of previous IT Help Desk experience
Must have GED or high school diploma