Desktop Support (On-Site in San Diego)

Job ID: 8264

This role requires you to be physically on-site in the San Diego Wawanesa Office at all times.

Wawanesa Insurance offers property and casualty insurance in California and Oregon. We’ve been serving our members since 1975 when The Wawanesa Mutual Insurance Company of Canada obtained a license to sell insurance in California.

We are delighted to share that Wawanesa Insurance is now a subsidiary of the Auto Club of Southern California (AAA). AAA has a rich history of serving customers since 1900. AAA has continually anticipated the needs of those who count on them and provides unique new services, expanding to offer membership, insurance, travel, discounts, financial, and automotive services to more than 17 million members. All of this means an abundance of opportunities to learn, grow, and advance throughout our thriving organization. Wawanesa Insurance is thrilled to join forces with a company that shares our passion for member-centric service and will operate as a subsidiary of AAA.

We are proud to offer employees the flexibility to choose where they want to work.This role requires you to be physically on-site in the San Diego Wawanesa Office at all times.

We are currently looking for dedicated, driven, and enthusiastic team players who thrive in an environment that values performance excellence and are looking for an opportunity for diverse experience and career development on a growing team. Because we are primarily remote and want teammates to feel connected to each other and our members, we expect cameras to be on and that you be visible during team meetings, trainings, one-on-ones and other internal meetings.

Job Overview

Working under general supervision, the Desktop Support Technician supports Wawanesa’s endpoint devices by providing second level technical support and assistance. The Technician performs maintenance activities throughout a specific region or across the enterprise to keep the desktop platform current, secure and stable.

California Compensation: Depends on experience and varies by location.

• The pay range for this position is $28.88 - $43.33 per hour, depending on experience.
• This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek or more than 8 hours in a workday.
  
  

Schedule: Monday through Friday, 8:00am - 4:30pm pacific time with some nights and weekends based on business needs

Job Responsibilities

• Provides general troubleshooting for hardware, software, printers, mobile devices, and phone related issues, in accordance with established service levels.
• Provides timely user account support and troubleshooting for various applications.
• Follows pre-defined processes to complete service requests.
• Executes hardware lifecycle process (procure, deploy and dispose).
• Images and configures computers on a timely basis.
• Assists with moves of all IT related equipment inclusive of computers, peripherals, phones and printers.
• Maintains functionality of office machines, such as audio/visual equipment, UPS, security cameras, etc.
• Executes workstation recovery events including issue resolution and providing guidance to staff during disaster recovery events.
• Performs system maintenance activities, including application patching and backups.
• Works with others, both internally and externally, to complete requests and issues in a productive and courteous manner.
• Uses sound judgement to review and escalate issues as required.
• Communicates progress and escalates for assistance.
• Maintains ticket creation/retrieval to ensure accountability and accurate follow-up, escalating when necessary.
• Makes suggestions for process updates or changes for efficiency.
• Protects client data and privacy.
• Performs other duties as assigned.
  
  

Qualifications

• 1 to 3 years’ experience working in a diverse enterprise technology environment with a focus on strong customer service.
• Obtained or currently pursuing post-secondary technical certification. Experience may substitute for education or certification.
• Basic skills in solving Microsoft Windows and Microsoft Office issues.
• Experience with deploying and supporting mobile technologies such as Apple and Android devices.
• Experience with diagnosing desktop hardware issues.
• Knowledge of supporting printer hardware and software.
• Knowledge of networking and telephony platforms.
• Working knowledge of Microsoft Windows and Microsoft Office suite.
• Ability to lift up to 30 lbs. on a daily basis.
• Requires high mobility throughout several buildings or branches, including the ability to meet the physical demands of lifting, squatting, bending and pushing carts with heavy equipment.
• Requires a flexible work schedule. On occasion work will be done outside normal business hours to accommodate business needs.
• Good communication, negotiation and customer service skills with the ability to clarify and ensure understanding.
• Good organizational skills by prioritizing and reprioritizing tasks appropriately.
• Ability to maintain professionalism and decorum, while multi-tasking in a fast paced and detail-oriented atmosphere.
• Ability to work collaboratively with team members and share knowledge.
• Ability to maintain confidentiality when working with sensitive data.
• Basic troubleshooting and problem-solving skills.
• Good time management and attention to detail to ensure completion of tasks in an accurate and timely manner.
• Basic knowledge of ITIL processes is considered an asset.
  
  

Benefits And Other Total Rewards Components Include

• Medical, Dental and Vision
• Flexible spending accounts (FSA)
• Voluntary benefit plans – accident, hospital indemnity and critical illness
• Supplemental short and long-term disability benefits
• Life insurance
• Enhanced 401K plan
• Paid time off (PTO) accrued at 0.0693 hours/per hour worked to a maximum annual accrual of 18 days (135 hours)
• You will be eligible for Wawanesa’s annual bonus plan, entitled “Goal Achievement Plan” (GAP), that rewards employees for driving Wawanesa’s success.
• Tuition Assistance and much more
  
  

If you have questions about compensation and benefits, please contact our Human Resources department at 858-874-5404 or email SD_human_resources@wawanesa.com.

Wawanesa General Insurance Company is an equal opportunity employer and we are committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees without regard to an individual’s protected status: race/ethnicity, color, religion, creed, sex/gender, sexual orientation, gender identity/expression, marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. If you are a qualified individual with a disability, you have the right to request a reasonable accommodation to assist in the application process. You may request reasonable accommodations by calling the Human Resources department at 858-874-5404 or emailing Human Resources at sdloa@wawanesa.com.

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

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