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Information Technology Support Specialist

Company: System Soft Technologies
Location: Chattanooga
Posted on: January 16, 2022

Job Description:

Job Summary:The purpose of this position is to advice, guidance, education, and the rapid restoration of normal services to our customers, providing a single point of contact for all internal and external customer interactions. Responsibilities:

  • The primary role of this position is to provide tier one technical support of business critical services for internal and external customers while providing excellent customer service.
  • This involves user support for all business lines and related application software, system software, desktop/pc hardware, telephony hardware, internet network, storage network, WAN network, and security access management including enforcing and adhering to all regulatory and HIPPA security requirements.
  • Provide tier one technical/user support for all business lines and related applications and troubleshoot incidents and requests via phone/chat and email using Service Desk Manager ITSM platform leveraging internal knowledge base and resources through resolution, while providing excellent customer service for all customers of BCBST, and subsidiary companies information systems including BCBST, and subsidiary company Employees, Providers, Members, Group Administrators and Vendors.
  • Proactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required
  • Maintain a working knowledge of BCBST services and entities to provide customized support as required Seek opportunities for continuous improvement with an emphasis on delivering and optimizing support of services l Respond to, record and track all interactions, incidents and requests reported via telephone, chat, electronic mail, or in-person, into the IT Service Management System. Qualifications:
    • Education Level: Associate's Degree or equivalent, relevant work experience is required.
    • 2 years of end-user technical and/or call center experience required.
    • Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
    • Excellent oral and written communication skills. l Strong interpersonal and organizational skills
    • Working knowledge of Windows Operating Systems required.
    • Technical customer support and/call center experience required, including the ability to work with users of all ability and knowledge levels.
    • Must be able to work flexible shifts in a 24x7x365 work environment, including mandatory rotating weekend, holiday and overtime assignments.
    • Support Center Analyst certification and ITIL Foundation Certification must be successfully completed within the first 12 months of service in the job. System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law.
      We are committed to the full inclusion of all qualified individuals. If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting us at talent.acquisition@sstech.us.

Keywords: System Soft Technologies, Chattanooga , Information Technology Support Specialist, IT / Software / Systems , Chattanooga, Tennessee

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