IT Support Associate
The Judge Group Inc.

Farmers Branch, Texas

This job has expired.


Location: Farmers Branch, TX
Description: Our client is currently seeking a IT Support Associate

Title: IT Support Associate

Duration: 6+ Months Contract with possible extension

Worksite Location: Naperville, IL 75234

Job Description:

Minimum Degree Required: Bachelor's Degree

PRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: • Provides leadership, direction, and support to a team of IT Support colleagues. • Ensures IT Support processes and procedures are adhered to and departmental objectives are met. • Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers. • Monitors workloads and status; supports colleagues by providing advice on handling complex issues. • Ensures company customer service standards are met. • Communicates high visibility issues to immediate supervisor. • Maintains good client relationships. • Serves as a final level of quality for issue escalation research. • Continues to identify areas of improvement (process or employee). • Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed. • Manages complex troubleshooting and software development issues as needed. • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues. • Escalates calls to the appropriate departments as needed. • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed. • Provides status and follow-up information to internal or external customers as needed.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES: • Performs other duties as assigned. • Supports the organization's quality program(s).

SUPERVISORY RESPONSIBILITIES: • Administers company personnel policies in all areas and follows company staffing standards and training recommendations. • Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. • Provides support, guidance, leadership and motivation to promote maximum performance.

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 work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking NOTE: Credit security clearance, confirmed via a background credit check, is required for this position. 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.

***NOTES***

Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office Problem-solving - employ creative and technical problem-solving techniques while installing, configuring, and maintaining Windows Has ability to Install and configure various commercial products on windows operating systems and help debug these applications Bilingual - Spanish

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 • Leadership/management/motivational skills • Analytical and interpretive skills • Strong organizational skills • Excellent interpersonal skills • Excellent negotiation 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 required number of monthly quality monitors EXPERIENCE: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required. Supervisory experience preferred.

Education : Bachelor's degree from an accredited college or university preferred.

Skills and Experience:

Required Skills:

BILINGUAL

DEBUG

IT SUPPORT

PROBLEM SOLVING

MICROSOFT OUTLOOK

Additional Skills:

KEYBOARDING

MICROSOFT OFFICE

ORGANIZATIONAL SKILLS

OUTLOOK

PROBLEM-SOLVING

QUALITY PROGRAM

HELP DESK

SERVICE CENTER

STAFFING

TECHNICAL SUPPORT

TRAINING

WORKFLOW

BI-LINGUAL

CUSTOMER SERVICE

CUSTOMER SERVICE ORIENTED

DOCUMENTATION

EXCELLENT CUSTOMER SERVICE SKILLS

MENTORING

QUALITY ASSURANCE

RETAIL SALES

SOFTWARE DEVELOPMENT

STRUCTURED SOFTWARE

Languages: MUST BE BILINGUAL**

English

Read

Write

Speak

Contact: ssiddiqui@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com


This job has expired.

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.

More IT jobs


Logicalis
Detroit, Michigan
$100,000.00 - $135,000.00 per year
Posted about 1 hour ago
Logicalis
Providence, Rhode Island
$100,000.00 - $135,000.00 per year
Posted about 1 hour ago
Logicalis
Bismarck, North Dakota
$100,000.00 - $135,000.00 per year
Posted about 1 hour ago
View IT jobs »