Helpdesk Technician I

Mid-Continent Group, a subsidiary of Great American, based in Tulsa, Oklahoma, specializes in commercial casualty coverages with an emphasis on general liability for the construction, energy, and difficult-to-place business in other industries. Mid-Continent Group provides a broad selection of General Liability, Commercial Auto, Inland Marine, and Umbrella products.

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group, a Fortune 500 company, combines “small company” culture with “big company” expertise. Here, your ideas will be heard, and you’ll have the support to succeed. With over 35 specialty and property and casualty operations, there are always opportunities to learn and grow.

At Great American, we embrace diversity and recognize the immense value that comes from uniting people with different cultures, backgrounds, and experiences to achieve business goals. We are dedicated to fostering an inclusive culture and believe that valuing diversity is a crucial leadership quality. Our objective is to create a workplace where every employee feels included, empowered, and equipped to perform at their highest potential.

Mid-Continent Group is looking for a Helpdesk Technician to join our Information Technology team. The successful candidate will work directly with the Helpdesk Manager to provide support to end users in the PC, server, or mainframe applications and hardware. This individual will work a hybrid schedule from our downtown Tulsa office.

Essential Job Functions and Responsibilities:

• Candidate will respond to ServiceNow tickets, emails, telephone calls, and personnel requests for technical support.
• Candidate will simulate or recreate user problems to resolve operating difficulties.
• Candidate will interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
• Candidate will also recommend system modifications to reduce user problems.
• This position will interact primarily with external Agent Portal Requests. Our Agent Portal is critical to allowing rapid responses to our agents and quick to market growth opportunities.
• These external agent tickets/requests are software/web service related in nature as opposed to hardware technical issues and handled largely by email with some phone conversations.
• This position will also serve users both internal to IT and each of the internal business lines.
• This interaction is not limited to end users but also to executives at all levels of the company.

Job Requirements:

• Candidate must have an associate’s degree in computer information systems or a related field and 2 years of technical education, or equivalent experience.
• This position requires prolonged walking and standing.
• The position requires frequent lifting, carrying, pushing, and pulling of objects up to 50 pounds.
• Although not frequent, it is an essential function that the person be able to lift in excess of 50 pounds on occasion.
• The position requires frequent climbing, bending, twisting, stooping, kneeling, and crawling as well as overhead reaching and grabbing.
• The position also requires regular and predictable attendance.