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IT Support Technician

  • Location: Naperville
  • Job Type:Contract

Posted 18 days ago

  • Expiry Date: 02 July 2021

Job Description:

  • 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.

  • Skills:

    • 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

  •  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

  • BILINGUAL

  • DEBUG

  • IT SUPPORT

  • PROBLEM SOLVING

  • MICROSOFT OUTLOOK

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.