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Customer Support Technician

2 months ago

Alexandria, Virginia, United States Armed Forces Benefits Assoc. Full time
Job Overview

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

Founded in 1947, AFBA was created to meet the unique needs of military personnel. The organization is dedicated to providing customized benefits for all who serve, including active duty members, National Guard, and first responders, ensuring that those who protect our nation receive the support they deserve.

5Star Life Insurance Company, a partner of AFBA, shares this mission by offering benefits tailored for military families and first responders, as well as community employees. Their commitment to service is at the heart of their operations.

With core values of Integrity, Commitment, Patriotism, and Social Justice, the team at AFBA and 5Star Life delivers insurance solutions across various sectors, including military, first responders, federal employees, and civilians. Join a team that prioritizes service and dedication.

Position Summary:

The IT Service Desk Technician will be responsible for delivering effective technical support for computer systems, addressing customer inquiries, and ensuring overall satisfaction. The ideal candidate will possess a strong technical background, excellent communication skills, and a focus on customer service.

Key Responsibilities:

  • Act as the primary contact for customers seeking technical assistance
  • Perform remote troubleshooting and provide solutions based on customer feedback
  • Guide customers through the resolution process
  • Accurately document incidents and solutions
  • Collaborate with internal teams to gather feedback and enhance processes
  • Execute daily IT operations and maintain both hardware and software
  • Coordinate with vendors and partners for support
  • Monitor critical IT functions and respond to service interruptions
  • Follow IT protocols and report on IT services
  • Be available for flexible shifts, including nights and early mornings
  • Occasional travel to support remote offices

Qualifications:

  • Experience in help desk or customer support roles
  • Ability to thrive in a team-oriented environment
  • Proficiency in troubleshooting Microsoft 365 applications
  • Associate degree in IT or a related field

Skills and Competencies:

  • Technical expertise in office automation and remote support tools
  • Strong problem-solving abilities for basic technical challenges
  • Familiarity with computer systems and technology products
  • Effective written and verbal communication skills
  • Customer-focused mindset and ability to remain calm under pressure
  • Willingness to travel to support remote locations

Benefits:

  • Comprehensive health insurance
  • Flexible spending accounts
  • 401k plan with employer contributions
  • Paid time off and holidays
  • Life and disability insurance
  • Employee assistance programs
  • Opportunities for professional development
  • Career advancement potential
  • Hybrid work environment
  • Support for diversity and inclusion initiatives

We encourage candidates from diverse backgrounds to apply. AFBA and 5Star Life Insurance Company are equal opportunity employers committed to creating an inclusive workplace. Reasonable accommodations are available for qualified applicants with disabilities.