IT Support Technician

PRIMARY PURPOSE To provide IT systems support to end users on a variety of moderate to complex computer system issues for internal and external customers; to respond to email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES Provides moderate to complex support to colleagues regarding internal proprietary systems (JURIS, One Team, SIR, TAMS and Voyager issues). Issues are reported via email. Provides moderate to complex troubleshooting and software development issues as needed. Communicates high visibility issues to immediate supervisor. Escalates calls to the appropriate departments as needed. Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.

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

QUALIFICATIONS Education & Licensing Bachelor's degree from an accredited college or university preferred. Experience: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required to include 2+ years of experience with proprietary systems (JURIS, One Team, SIR, TAMS and Voyager).

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
Analytical and interpretive skills
Strong organizational skills
Excellent interpersonal 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