Career Opportunities with Answer Financial Inc.

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Join one of the largest auto and home insurance agencies in the U.S.!
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Join one of the largest auto and home insurance agencies in the U.S.!

Answer Financial is a member of the Allstate family of companies and a leading insurance comparison provider. We give consumers a single place to easily compare prices and buy insurance, both online and over the phone with an agent. Our success stems from an innovative, driven team of professionals, and our culture rewards their hard work. 

If you’re interested in joining our dynamic team, apply with us today!


Helpdesk Technician

Department: eBusiness-Systems Operations
Location: Encino, CA

Part of the Allstate Corporation, Answer Financial has the nimbleness of a smaller company, with the stability and backing of a Fortune 100 company. As a virtual insurance agency, Answer Financial’s success is based on using data and technology to gather insights and drive change into the marketplace. Rooted in empowerment and accountability, Answer Financial associates are challenged to maximize their own focus, resourcefulness and diversity. Our fast-paced work environment embraces innovative thinking, continuous learning and collaboration. We are a high-performance organization that believes in celebrating our employees’ efforts with a pay-for-performance approach, a competitive compensation package as well as opportunities for personal and professional growth. At Answer Financial, we understand that when our employees are at their best, so are we. That's why we offer a variety of development and well-being programs to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential.

The eBusiness department defines and develops software solutions in support of Answer Financial’s mission and strategy. We use an agile software development model to create solutions that include web sites, mobile applications, insurance agency quoting and management systems, insurance product provider integrations, and computer telephony integrations.

The eBusiness department is seeking a proven, hands-on Help Desk level 2 team member to provide first and second level support to Answer Financial customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are escalated to specialized support groups for resolution when needed, but the Help Desk team member is responsible to ensure that an effective solution is provided to the end user.

Ideal candidates would have:

  • Demonstrated expertise with Help Desk and ticketing systems
  • Excellent customer service skills
  • Strong technical and business acumen 
  • The ability to take charge in identifying and fixing problems 
  • Experience in a fast changing, growing environment 
  • Actively participated in the troubleshooting and resolution of incidents in medium to large environments
  • The capability to effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
  • Experience in working with all levels of customers including Senior Management
  • Familiarity of incident management and resolution practices
  • Demonstrated expertise, knowledge and understanding of building/site facilities and maintenance.

If you are an outgoing and innovative team player who wants to thrive in a smaller organization where your results are acknowledged, you may be the person we’re seeking.

Essential Job Duties/Responsibilities:

  • Keep abreast of technology and industry best practices 
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with in house software packages.
  • Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
    •  Records required customer and problem information in the Help Desk Ticketing System. Updates tickets   with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of   the job.
    •  Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support   groups for resolution.
    •  Setup and remove Desktops, Laptops, and Wyse terminals as needed.
    •  Enter all Desktop, Laptop, and Wyse terminals into asset management program.
    •  Works on Help Desk related projects and takes calls from the Help Desk Queue as assigned by supervisor.
    •  Works on facility related projects as assigned by the Facility Manager

Qualifications:

  • 1-3 years of direct experience is required
  • 1-3 years of experience working with Help Desk ticketing systems and escalation of higher level problems is required
  • 1-3 years of desktop hardware experience is required
  • 1-3 years of experience working with DNS, DHCP, Group Policy, and TCP/IP is required
  • 1-3 years of experience working in fast pace environment is required
  • 1-3 years of experience learning and supporting new and fast-changing technologies is required
  • 1-3 years of experience with system integration, desktop technologies, and setting up cell phones is required
  • 1-3 years of experience with imaging desktops and laptops using MDT or SCCM is required
  • Excellent written and verbal communication is required
  • Good work habits under pressure is required
  • 1-3 years of Call Center experience is desired
  • 1-3 years of experience with setting up users in Active Directory is desired
  • 1-3 years of experience with facility related projects and incident resolution is desired
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support. Proficiency in Spanish is a plus
  • Must be able to lift up to 50 pounds

Experience/Education:

  • Associate’s Degree (A.A or A.A.T) is desired
  • A+, Network +, Security + is desired

Physical Demands/Work Environment:

  • Representative of those that must be met by an employee to successfully perform the essential function of the job. Must be able to operate a PC, other relevant office tools/equipment, sit for extended periods, and/or occasionally stand for extended periods, lead training classes and travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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