Remote Project - It Support Associate

Role: IT Support Associate

Location: Remote

Duration: Contract to Hire

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 support after hours via on-call cell phone.
• 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 status and follow-up information to internal or external customers.
• Documents customer issues in call tracking system timely and accurately.
• Escalates calls to the appropriate departments.

ADDITIONAL FUNCTIONS And RESPONSIBILITIES

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