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IT Support Technician

  • Location: Jacksonville, Duval, Florida
  • Job Type:Contract

Posted about 1 month ago

  • Expiry Date: 22 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.

Preferred:

  • Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required. Supervisory experience preferred.

 Requirements:

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

Example products that you’ll be working:

  • SERVICE CENTER

  • HELP DESK

  • IT SUPPORT

  • MICROSOFT OUTLOOK

  • WORKFLOW

  • CUSTOMER SERVICE

  • CUSTOMER SERVICE ORIENTED

  • DOCUMENTATION

  • KEYBOARDING

  • EXCELLENT CUSTOMER SERVICE SKILLS

  • MENTORING

  • ORGANIZATIONAL SKILLS

  • PROBLEM SOLVING

  • QUALITY ASSURANCE

  • QUALITY PROGRAM

  • RETAIL SALES

  • SOFTWARE DEVELOPMENT

  • STAFFING

  • STRUCTURED SOFTWARE

  • TRAINING

Everyday you’ll do these kinds of things:

  • 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.

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.