IT Service Desk Technician

CSAA Insurance Group • Glendale, AZ

2d • Remote

About The Position

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 life's 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 user’s machines to resolve issues and ensure Service Desk Coordinators are providing timely and accurate procedural and technical assistance.

Requirements

• Must have GED or High School Diploma
• 1+ years of previous IT Help Desk Experience
• 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.)

Responsibilities

• 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.

Benefits

• We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more!
• Career 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 long‑term 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED