If you’re passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide’s Information Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This role will be filled onsite in our Columbus, OH office 5 days per week.
This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

PC Services - Asset Management & Provisioning team exists as an end-to-end solution to deliver associates quality computing devices. Our goal is to ensure the right processes, people and technologies are in place to meet our customers’ expectations.

This position is an opportunity to work 100% in the office, in a team environment, to meet the needs of our internal customers.

Recommended Skillset for Build Center Support Role

• Good in problem solving and continuously improving our workflows through collaboration with a focus on exceptional user experience.

• Knowledge of Build Center workflow including upstream and downstream flows.

• Experience with ServiceNow ticketing system and PCAAS/TechStock.

• Ability to complete work under deadlines and ensure all ticket SLA’s are met.

• Self-starter: Ability to work effectively without constant supervision.

• Experience working with PC BIOS, managing security settings, drive wiping, creation/use of boot media, updating the BIOS, etc.

• Experience with PC diagnostics and testing/refurbishment of hardware components.

• Experience or familiarity with the configuration of PCs and applying Operating Systems and software packages to a PC. Also, familiarity with manually installing software from a software library.

• Ability to efficiently and securely package and ship PCs and accessories to end users.

• Solid communication skills, both verbal and written.

• Illustrate a continuous improvement mindset

• Ability to manage conversations with customers and management not only for daily tasks but also for projects and daily work items.

• Detail oriented to ensure minimal shipping errors and high accuracy with ticket fulfillment.

• Ability to balance multiple workloads under pressure.

• Ability to work in a team environment and provide/guidance support to others.

• Ability to easily adapt on the fly to process and procedural changes.

Additional Details

• This is an on-site position and is not eligible for remote or hybrid work. 100% in the office.

• Standard work schedule is Monday through Friday, with hours varying to support team needs.

Job Description Summary

If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!

As a Technical Services Advisor you’ll support and maintain applications, personal computing equipment and infrastructure across all environments. You will perform a variety of technical services in support of applications and infrastructure. You will play a vital role in fulfillment of IT Service Management (ITSM) processes.

You will utilize tools and technical knowledge to resolve agent and internal customer technology equipment and application issues in a timely and efficient manner. You will collaborate with individuals across many technology teams (e.g., Application Development, Security, Infrastructure Engineering, Rapid Response Application, Infrastructure Products, Partner Solutions, etc.), to execute corrective actions/tasks and advocate on behalf of associates and agents.

Job Description

Key Responsibilities:

• Serves as first point of contact for associates and independent agents seeking technical assistance. Perform Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.

• Document, prioritize, and escalate associate and agent issues that require handling by Level II technology partners, ensuring Level II teams have proper data to investigate and resolve user issues in a timely manner.

• Identifies and communicates immediate technology issue/incident trends that have the potential to cause large scale service interruptions, allowing for timely Technology response.

• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.

• Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.

• Acts as customer advocate within Technology when Level II incident responses are rejected by associates or independent agents.

• Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identification of solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.

• Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets, including Personal Computers (PC), Monitor, related items; including data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide’s equipment.

• Responsible for inventory management and forecast for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor, Manager or Director, Technology Leader.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information systems or a related field is preferred.

License/Certification/Designation: Technology certifications or designation are not required, but encouraged (i.e.: AWS, Azure, Scripting and Development Languages, Delivery Methods, Security).

Experience: 0 - 1 year of technology experience including some experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills: Good communication skills, execution of Accelerated Solutions Deliver framework, Information Security acumen and priority setting is preferred. Insurance/financial services industry knowledge is a plus.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: In-office, hybrid, and work from home opportunities. Non-standard or extended work may be required based on staffing requirements and/or resource needs. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.