Technical Support Associate

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 follow-up information to internal or external customers.
• Escalates calls to the appropriate departments.
• Documents customer issues in call tracking system timely and accurately.
• Assists real-time 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.

Skills & Knowledge:

• Good computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
• Able to remove a network share path within a Win10 environment
• Able to map a drive letter to a new network share path within a Win10 environment
• Able to create a shortcut to a shared drive within a Win10 environment
• Knowledge how to reset passwords within an Active Directory environment
• Good oral, written and business communication skills
• Analytical, interpretive and decision-making skills
• Good organizational skills
• Excellent interpersonal and customer service skills
• Excellent negotiation and conflict resolution skills
• Good stress and time management skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

Required Skills:

• WINDOWS 10
• ACTIVE DIRECTORY
• IT SUPPORT
• TECHNICAL SUPPORT

Additional Skills:

• Organizational Skills
• Keyboarding
• Microsoft Office
• Operations
• Outlook
• Quality Program
• Customer Service
• Customer Service Oriented
• Microsoft Outlook
• Problem Solving
• Real-Time
• Retail Sales
• Systems Support
• Telephone
• Time Management

EXPERIENCE:

Three (3) years of computer systems related experience or equivalent combination of experience and education required to include two (2) years propriety software support experience and one (1) years Windows operations system troubleshooting experience. JURIS or claims management application experience preferred.