IT Support Associate
Sedgwick
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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.
- To document, track and monitor issues ensuring a timely resolution.
- 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.
- Performs other duties as assigned.
- Supports the organization's quality program(s).
Requirements
- Associate degree in a computer technology field preferred.
- 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) year Windows operations system troubleshooting experience.
- JURIS or claims management application experience preferred.
- Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office.
- Strong oral, written and business communication skills.
- Analytical, interpretive and decision-making 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.
Benefits
- Career development and promotional growth opportunities.
- A diverse and comprehensive benefits offering including medical, dental vision, 401k, PTO and more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
computer systems supporttroubleshootingproprietary software supportWindows operations systemcall tracking systemtechnical supportissue resolutiondocumentationanalytical skillsdecision-making skills
Soft skills
oral communicationwritten communicationbusiness communicationorganizational skillsinterpersonal skillscustomer service skillsnegotiation skillsconflict resolution skillsstress managementtime management
Certifications
Associate degree in computer technology