IT User Support Associate

Senior IT User Support Associate - Contract or CTP - Jacksonville, FL - $20.00-$22.00/hr.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Senior IT User Support Associate in Jacksonville, FL

Role Description

The Senior Sr. IT User Support Associate serves as the first point of contact for users requiring assistance with XENTRY software and hardware. This role provides professional, efficient customer service, troubleshoots technical issues, and ensures a smooth user experience. Responsibilities include managing support inquiries, delivering timely solutions, and escalating issues when necessary.

Receive, document, and resolve technical issues related to XENTRY hardware and software.
Provide first level support to dealers, Independent Repair Facilities, and Vans Fleet accounts for XENTRY hardware, including flashing, coding, and equipment troubleshooting.
Deliver second level support to internal teams, including Service Engineering and Field Operations.
Offer clear, accurate feedback and solutions within established guidelines.
Record all case activity in the XENTRY Support System.
Develop and publish technical information to enhance dealer effectiveness on Star Diagnosis topics.
Complete ad hoc assignments related to XENTRY products and services as directed by leadership.

Skills & Requirements

Ability to work independently with minimal supervision.
Strong verbal and written communication skills.
Proficiency with basic Office applications.
Ability to multitask across multiple systems and inquiries.
Strong critical thinking and problem solving abilities.
Efficient time management to balance call duration and quality.
Ability to prioritize urgent customer issues effectively.
Adaptability to evolving customer needs and internal processes.
High School Diploma, GED, or equivalent work experience.
Preferred experience in Network/IT support, Automotive Retail or Automotive Technical roles
Prior experience in customer support or handling inquiries in a professional environment.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text .

Drug testing may be required; please contact a recruiter for more information.

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