Service Desk Agent I

Worker Designation - This role is hybrid. This means you will be expected to report to our Aflac Information Technology Center (ITC) located in Columbus, GA for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership. What does it take to be successful at Aflac?

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals

• Working with Diverse Populations, * Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Provide first-line support by diagnosing and resolving basic technical issues, such as password resets, software installations, and connectivity problems.

• Escalate unresolved issues to Level 2 or Level 3 support teams, ensuring all necessary information is documented.

• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.

• Follow standard operating procedures and guidelines for issue resolution and escalation.

• Communicate effectively with end-users, providing clear and concise instructions or information about issue status and resolutions.

• Assist in the setup and configuration of new user accounts and hardware as required.

• Participate in training sessions to improve technical skills and knowledge of IT support processes.

• Contribute to maintaining the knowledge base by documenting solutions and best practices for common technical issues.

• Assist in routine system checks and maintenance tasks as directed by senior team members.

• Performs other duties as required, POSITION SUMMARY The Front Desk Agent will provide fast and effective customer service at all times ensuring guests receive great service throughout their stay. Agents will check…
• 3 hours ago

• Basic understanding of operating systems (Windows, macOS, Linux).

• Familiarity with common office software (Microsoft Office, Google Workspace).

• Basic knowledge of computer hardware components and peripherals.

• Understanding of network fundamentals (e.g., Wi-Fi, LAN, basic TCP/IP).

• Proficiency in using remote desktop tools for troubleshooting.

• Ability to diagnose and resolve simple technical issues.

• Logical thinking to troubleshoot common hardware and software problems.

• Ability to follow standard procedures and scripts for common tasks.

• Communication Skills: * Clear and concise verbal and written communication.
• Ability to explain technical issues to non-technical users.
• Good listening skills to accurately understand user issues.
• Basic understanding of customer service principles and practices.
• Patience and empathy when dealing with frustrated users.
• Ability to maintain a positive attitude in stressful situations.
• Ability to document incidents and resolutions accurately.
• Time management skills to handle multiple tickets simultaneously.
• Attention to detail in recording and updating user information and incidents.
• Willingness to learn from more experienced team members.
• Ability to work effectively within a team environment.
• Openness to feedback and guidance from supervisors.

Education & Experience Required

• High School Diploma or Equivalent
• 0-2+ years of help desk or IT work related experience or computer operations
• Technical support experience
• Working knowledge of the basic hardware and software products, problem-solving, and troubleshooting skills
• Knowledge of the latest technologies obtained by attending training and conferences

Or an equivalent combination of education and experience Education & Experience Preferred

• Associate’s degree in Computer Science, Information Systems or related field
• Bi-Lingual (Spanish Speaking)

The salary range for this job is $50,000 - $65,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting. At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities. #DICE, + $50,000-65,000 per year

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America’s best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.