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Desktop Support Technician

Desktop Support Technician

Job ID 
# Positions 
Posted Date 
Position Type 
Full Time
Travel Percentage 

Job Information


Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group’s member companies are subsidiaries of American Financial Group, a Fortune 500 company. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.


Great American has been an innovative leader in the crop insurance industry since it issued its first crop policy in 1925.  Our Crop Insurance Division provides the tools you need in the form of specialized crop insurance coverages, which can insure your revenue stream even if elements outside your control go awry.  That means even in the face of a worst-case scenario you will have the guaranteed income you need to keep your operation functioning properly.


Our Crop division's regional office in Albany, GA is looking for experienced candidates to support computers and associated hardware for our internal staff and external customers. This position will perform Tier 1 computer and application support in person and over the phone.  This position will also be responsible for working with end users to document system bugs and enhancements for escalation.


Function as the 1st Line of Support for all IT-related issues for the Albany Profit Center/Crop Division:

  • Analyze problems and utilize available documentation to resolve issues independently.
  • When necessary to escalate, document the problem completely (i.e. be able to recreate the problem, etc.), and maintain ownership of problem until resolution.
  • Log tickets into our ticketing system and ensure they are closed in a timely manner.
  • Coordinate support activities when assistance is required from other sources including other Profit Centers, Home Office, AFG IT Services, or outside entities
  • Ensure Security requests are handled in a timely manner.
  • Develop reports/queries as needed.

Desktop Hardware/Software Support:

  • Coordinate the Procurement and Life Cycle Management of computers, printers, scanners, and ancillary software for the Profit Center.
  • Configuration – Initial imaging and customization of computers, including the installation of additional software products when needed.
  • Configuration – Peripheral setups.
  • Perform installation and follow-up to produce a sound personal computing environment.

Agent Support:

  • Navigate the Agent security setup process; handle password resets; provide details on minimum system requirements such as browser version and screen resolution for our custom applications.


  • Actively participate in regularly scheduled meetings (PC IT Contact meetings/calls, Business/IT meetings, MPCI Operations, Crop-Hail, Claims, Quoter, etc.).
  • Communicate overall status and important Project status to Supervisor, Business Marketing staff, PC Management, Home Office, and Agency users as appropriate.


Skills/Experience Required:

  • 2+ years of desktop hardware/software support experience
  • Experience with:
    • Windows7/10, Mac OS
    • Microsoft Office 2010/2016
    • Desktops/Laptops, iPads, Printers & Scanners (local & networked)
    • Active Directory, DHCP, and VPN
  • Strong analytical / trouble-shooting skills

Skills/Experience Desired:

  • Experience utilizing SCCM and imaging systems in a corporate environment
  • Adobe Products
  • SQL
  • Citrix
  • Network components (File & Print, Domain Controllers, etc.)
  • Cell Phone setups, iPhone/Android, (AirWatch software)
  • Prior insurance industry experience


  • Bachelor’s degree in Information Technology or equivalent experience
  • IT Certifications are a plus
  • Must have excellent customer service and interpersonal skills to work effectively with peers and users
  • Must be self-motivated and take initiative when necessary
  • Proven ability to handle multiple tasks and projects simultaneously
  • Be able to lift 25-50 pounds on occasion
  • As with most IT positions, some after-hours work may be necessary
  • Limited travel


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