IT Support Associate Job at TalentBurst in Memphis

Overview

IT Support Associate — 12 months contract to hire; Memphis, TN (Remote). This position is Contract to Hire and Open to Remote. Hours: 8:30 am – 5:00 pm CST Monday – Friday.

Position

IT Support Associate (dedicated chat support)

Requirements

Customer Service & entry level technical support.

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.

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 Responsibilities

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

Education & Licensing

Associate degree in a computer technology field preferred.

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; Auditory/Visual: Hearing, vision and talking.

Note

Credit security clearance, confirmed via a 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.