IT Support Technician

  • location: Naperville, IL
  • type: Temp to Perm
  • salary: $1 - $26.92 per hour

job description

IT Support Technician

job summary:
Job Description:

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.
SKILLS & KNOWLEDGE:

  • bilingual - Spanish
  • 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
  • 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.

 
location: Naperville, Illinois
job type: Contract
salary: $1.00 - 26.92 per hour
work hours: 8am to 5pm
education: Bachelors
 
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.
 
qualifications:
  • Experience level:
  • Minimum 5 years of experience
  • Education: Bachelors
 
skills:
  • Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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