IT Support Associate

Our Client, a Business Solutions company, is looking for a IT Support Associate for their Remote location.

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

• 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.
• 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

• When applicable and appropriate, consideration will be given to reasonable accommodations.

• 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

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.