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IT Support Technician
IF YOU CARE, THERES A PLACE FOR YOU HERE
For a career path that is both challenging and rewarding, join Sedgwicks talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assetstheir employees, their customers and their property. At Sedgwick, caring counts. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.
PRIMARY PURPOSE This position assists during the installation, configuration, and troubleshooting of desktop hardware and software, while assisting users to solve daily operational and technical problems within the corporate networks.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Provide technical support via on-site or remote telephonic support to the Sedgwick colleague community and our clients while displaying a commitment to satisfaction
Determining the nature of problems being reported, while demonstrating expert level problem solving and troubleshooting techniques to resolve problems as quickly and efficiently as possible
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 organization's quality program(s).
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience supporting Windows computers; with a complete understanding of network software and hardware, strong troubleshooting skills, very high customer service aptitude and demeanor, with excellent knowledge of networking and printing functions
Desktop and network experience supporting small to mid-size corporate environments
Microsoft desktop, and/or A+ certifications are preferred or equivalent 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
Must possess excellent communication skills and working knowledge of the following areas: Microsoft Windows Operating Systems (all versions), MS Office applications, workstation hardware (desktop, laptops, servers, etc.), printers, VMware, and peripherals
Good written andoral communication skills and the ability to work with individuals with varying degrees of technical experience
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
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.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.