IT 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 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 and RESPONSIBILITIES

  • Performs other duties as assigned.
  • Supports the organizations quality program(s).

  • QUALIFICATIONS

    Education & Licensing
    Associate degree in a computer technology field preferred.

    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.

    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

      AuditoryVisual: 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.

      Sedgwick is an Equal Opportunity Employer and a DrugFree Workplace.

      If youre excited about this role but your experience doesnt align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.