IT Systems SupportPrimary purpose: To provide IT systems support to end users on a variety of moderate to complex computer system issues for internal and external customers; to respond to email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.Essential functions and responsibilities: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).Qualifications:Education & Licensing: Bachelor's degree from an accredited college or university preferred.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 proprietary systems (JURIS, One Team, SIR, TAMS and Voyager).Skills & Knowledge:Excellent customer service skillsProven understanding and knowledge of qualityGood knowledge of service center processes and proceduresPC literate, including Microsoft Office productsAnalytical and interpretive skillsStrong organizational skillsExcellent interpersonal skillsGood judgment and discretion skillsAbility to manage multiple projects and set prioritiesAbility to work in a team environmentAbility to meet or exceed Performance CompetenciesAbility to complete required number of monthly quality monitorsWork 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 check is mandatory. EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."