IT Service Desk Technician 1

3 months ago

Alexandria, United States Armed Forces Benefits Assoc. Full time
Job DescriptionJob Description

About Armed Forces Benefit Association (AFBA) and 5Star Life

In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm’s way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what.

As a related enterprise to the non-profit Armed Forces Benefit Association (AFBA), 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line- drives our business.

Through the values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.

We offer a hybrid work environment. This position is in Alexandria, VA.

About the role:

This position will provide fast and useful technical assistance with computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must be customer-oriented and patient to deal with diverse customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

What we are seeking:

  • Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support team member
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Execute daily payment processes
  • Configure, maintain, and deliver required hardware, software, service levels according to established IT procedures
  • Install, configure, test, maintain, monitor, and troubleshoot hardware & software
  • Liaise with third-party vendor support, equipment vendors and business partners
  • Monitor critical payment processes
  • Flexibility to cover night/early morning shifts
  • Prepare, maintain, and adhere to IT procedures for logging, reporting, and monitoring IT services
  • Respond to emergency IT service outages in accordance with business continuity and disaster recovery plans
  • Required to drive to our satellite office(s) once every two workweeks in Staunton, Virginia

Education, Licensure, Certification, and Experience

  • Experience in help desk or service desk position or other customer support role
  • Experience working in a team-oriented, collaborative environment
  • Experience in troubleshooting Microsoft 365 apps (Outlook, Teams, etc.)
  • Associate degree in IT, Computer Science preferred

Knowledge, Skills, and Abilities

  • Tech savvy with working knowledge of office automation products, databases, and remote control.
  • Ability to diagnose and resolve basic technical issues
  • Understanding of computer systems, mobile devices, and other technology products.
  • Available for rotating evening/early morning and occasional weekend work to meet deadlines.
  • Excellent communication skills, including proficiency in the English language
  • Customer-oriented and ability to remain calm when working with customers, difficult situations or unknown solutions; ability to stay cool-tempered
  • Ability to drive to our satellite office(s)


Benefits we offer:

  • health insurance (medical, dental, and vision)
  • flexible spending accounts (medical and dependent care)
  • 401k plan with generous employer match
  • paid time off
  • paid holidays (11)
  • life insurance
  • short- and long-term disability insurance
  • employee assistance program
  • professional development & tuition reimbursement
  • career growth opportunities
  • hybrid work environment
  • on-site gym and locker rooms (Alexandria, VA office only)
  • friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources. EEO is the Law . AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.

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