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"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

job Description:

• Serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality.

• Provide guidance and mentoring.

• Provide an escalation quality validation point.

• Identify, research and resolve complex technical problems.

• Create and manage escalation procedures and ensure service levels are maintained.

• Perform required documentation and monthly quality ticket review and track and monitor issues ensuring resolution in a timely manner.

Requirement:

• Could be lifting equipment up to 20-40 pounds.

• Knowledge of the following software: Windows 11, Cisco Anyconnect, Office 365, Bitlocker.

• Installed, configure and troubleshoot computer hardware, operating systems, network configurations and software.

• Configured and troubleshoot all peripheral devices including scanners and network printers.

• Prioritize work-load to effectively troubleshoot and execute resolution to technical issues.

• Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and Bomgar.

Education:

• Bachelor's degree from an accredited college or university preferred.

Experience:

• Help Desk or technical support service experience or equivalent combination of education and experience required. Supervisory experience preferred.

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.

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.

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.