IT Support Technician

Position Title: IT Support Technician

Position Number: 371677

Location: Naperville, IL 60563

Required Skill Set:

Negotiation, Problem Management, Support Analyst

Position Description:

Job Title: IT Support Technician

Location: Naperville, IL 60563

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.

MANAGER 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.

Required Skills:

• BILINGUAL

• DEBUG

• IT SUPPORT

• PROBLEM SOLVING

• MICROSOFT OUTLOOK

•

:

Benefits:

For information and details on employment benefits offered, visit here. If you have any questions/concerns, please contact our HR Department via our secured website.