IT Support Associate
The Judge Group Inc.

Farmers Branch, Texas


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


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