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 JOB 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 organizations quality program(s).

QUALIFICATIONS:

Education & Licensing:

• Bachelors 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 Sedgwick propriety 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

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

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.