Offer summary

Qualifications:

Associate degree in a computer technology field preferred or equivalent experience., Three years of computer systems related experience required, including two years of proprietary software support., Strong knowledge of Windows OS, Outlook, and Microsoft Office., Excellent communication, organizational, and customer service skills..

Key responsabilities:

Provide basic IT systems support to end users on various computer issues.

Respond to technical support requests via phone and email, documenting and tracking issues.

Identify and resolve a high volume of simple to moderately complex issues for customers.

Assist in real-time support to minimize downtime and ensure customer satisfaction.

Job description

Our Client, a Business Solutions company, is looking for an IT Support Associate for their Remote location.

Responsibilities:

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.
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.
Provides support after hours via on-call cell phone.
Performs other duties as assigned. Supports the organization's quality program(s).

Requirements:

Lifting requirement, our team to lift between 20 and 40 pounds.
Associate degree in a computer technology field preferred.
High School Graduate/GED
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.
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
Mental: 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
Physical: Computer keyboarding.
Auditory/Visual: Hearing, vision and talking

Why Should You Apply?

Health Benefits
Referral Program
Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

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