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    IT Support Associate - Chicago, United States - Mindlance

    Mindlance
    Mindlance Chicago, United States

    6 days ago

    Mindlance background
    Description
    :


    This position is Contract with a set duration until 12/31/23 Contractor must report ONSITE** Could be lifting equipment up to 20-40 pounds
    IT Support Associate Non-Exempt


    PRIMARY PURPOSE:

    To provide basic IT systems support to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.


    ESSENTIAL FUNCTIONS and RESPONSIBILITIES

    Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.

    Provides status and follow-up information to internal or external customers.
    Escalates calls to the appropriate departments.
    Documents customer issues in call tracking system timely and accurately.

    Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.

    Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers.

    Provides support after hours via on-call cell phone.

    ADDITIONAL FUNCTIONS and RESPONSIBILITIES

    Performs other duties as assigned.
    Supports the organization's quality program(s).


    QUALIFICATIONS
    Education & Licensing
    Associate degree in a computer technology field preferred.

    Experience

    Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience.

    JURIS or claims management application experience preferred.

    Skills & Knowledge

    Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
    Strong oral, written and business communication skills
    Analytical, interpretive and decision-making skills
    Strong organizational skills
    Excellent interpersonal and customer service skills
    Excellent negotiation and conflict resolution skills
    Strong stress and time management skills
    Ability to work in a team environment
    Ability to meet or exceed Performance Competencies


    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. *MUST BE ABLE TO LIFT 20-40 POUNDS.

    Auditory/Visual:

    Hearing, vision and talking


    NOTE:

    Credit security clearance, confirmed vi background credit check, is required for this position.

    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

    Requirements:


    This position is Contract with a set duration until 12/31/23 Contractor must report ONSITE** Could be lifting equipment up to 20-40 pounds

    QUALIFICATIONS
    Education & Licensing
    Associate degree in a computer technology field preferred.

    Experience

    Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience.

    JURIS or claims management application experience preferred.

    Skills & Knowledge

    Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
    Strong oral, written and business communication skills
    Analytical, interpretive and decision-making skills
    Strong organizational skills
    Excellent interpersonal and customer service skills
    Excellent negotiation and conflict resolution skills
    Strong stress and time management skills
    Ability to work in a team environment
    Ability to meet or exceed Performance Competencies


    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. *MUST BE ABLE TO LIFT 20-40 POUNDS.

    Auditory/Visual:

    Hearing, vision and talking


    NOTE:

    Credit security clearance, confirmed vi background credit check, is required for this position.

    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
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