Service Desk / Client Support - IT Service Desk Associate

The associate position is the entry level position of the Service Desk job family. This role provides first contact technical support for agents, employees, and customers through triage, troubleshooting, diagnosis and repair of hardware, software, and websites. This role collaborates with fellow technicians and service management training coordinators to learn the service management processes to support all customers. What You'll Do Acts as the initial point of contact for customers seeking CTS hardware and software assistance. Provides basic troubleshooting, education and support of CTS supported hardware, software, applications and infrastructure. Triages, diagnoses and resolves customer issues within the defined SLA. Provides detailed and accurate documentation via the Service Management system. What You'll Need Associate degree. One to two years of experience. Supervisory/management experience not applicable. Associate degree in an IT related program or one to two years of comparable work experience in an information technology or customer position. Demonstrated experience in customer service and support. Proven basic knowledge of Windows and MAC computers and related peripherals. Proven written and verbal communication skills. Team oriented and customer focused individual with strong collaboration skills. Requires prudent time management skills and a robust ability to multi-task. Must be able to plan for and organize their workload for the most efficient handling of requests and incidents. Preferred Qualifications ITIL Certification a bonus, but not required. Benefits American National offers a comprehensive benefits package supporting employees’ health, financial security, and well‑being, including multiple medical plan options, dental and vision coverage, basic life insurance, and health savings accounts. Employees are automatically enrolled in a company‑funded 401(k) plan, receive paid time off and holidays, and work in an inclusive, people‑first culture that values flexibility, work‑life balance, professional growth, and a casual dress environment. American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. #J-18808-Ljbffr American National