IT Support Technician

Description

Contract to Hire and ONLY OPEN TO MEMPHIS, TN NOT OPEN TO REMOTE. Position is onsite.

To provide IT systems support to end users on a variety of moderate to complex computer system issues for internal and external customers; to respond to email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.

• Provides moderate to complex support to colleagues regarding internal proprietary systems (JURIS, One Team, SIR, TAMS, and Voyager issues).
• Issues are reported via email.
• Provides moderate to complex troubleshooting and software development issues as needed.
• Communicates high-visibility issues to the immediate supervisor.
• Escalates calls to the appropriate departments as needed.

Performs other duties as assigned. Supports the organization's quality program(s). Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support-related issues.

• Education & Licensing: Bachelor's degree from an accredited college or university preferred.
• Experience: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required, including 2+ years of experience with client proprietary systems (JURIS, One Team, SIR, TAMS, and Voyager).
• Skills & Knowledge:
  • Excellent customer service skills; proven understanding and knowledge of quality.
  • Good knowledge of service center processes and procedures; PC literate, including Microsoft Office products.
  • Analytical and interpretive skills.
  • Strong organizational skills.
  • Excellent interpersonal skills.
  • Good judgment and discretion skills.
  • Ability to manage multiple projects and set priorities.
  • Ability to work in a team environment.
  • Ability to meet or exceed Performance Competencies.
  • Ability to complete the required number of monthly quality monitors.

When applicable and appropriate, consideration will be given to reasonable accommodations.

Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.

Computer keyboarding, travel as required.

Hearing, vision and talking.

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.