IT Support Associate
IT Support Associate
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Job Description
PRIMARY PURPOSE:
To provide basic IT systems support to end users on a variety of computer system issues; to respond to telephone calls email and technical support requests; and to document track and monitor issues ensuring a timely resolution.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Identifies researches resolves and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.
Provides status and followup information to internal or external customers.
Escalates calls to the appropriate departments.
Documents customer issues in call tracking system timely and accurately.
Assists realtime in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.
Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers.
Provides support after hours via oncall cell phone.
ADDITIONAL FUNCTIONS & RESPONSIBILITIES:
Performs other duties as assigned.
Supports the organizations quality program(s).
REQUIREMENTS:
Experience:
Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience. JURIS or claims management application experience preferred.
Education:
Associate degree in a computer technology field preferred.
Skills & Knowledge:
Strong computer knowledge including but not limited to Windows OS Outlook and Microsoft Office
Strong oral written and business communication skills
Analytical interpretive and decisionmaking skills
Strong organizational skills
Excellent interpersonal and customer service skills
Excellent negotiation and conflict resolution skills
Strong stress and time management skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT:
When applicable and appropriate consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment troubleshooting problem solving analysis and discretion; ability to handle workrelated stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding travel as required
Auditory/Visual: Hearing vision and talking
NOTE:
Credit security clearance confirmed via a background credit check is required for this position.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions duties or local variances. Management retains the discretion to add or to change the duties of the position at any time
Employment Type
Full Time
