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IT Support Technician (Remote)

  • Location: Tennessee, 38125-1128
  • Job Type:Contract

Posted 11 days ago

Position: IT Support Technician (Remote)
Location: Memphis, TN 38125 - Remote
Term: 12 months
 
Day-to-Day Responsibilities:
  • Serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality.
  • Provide guidance and mentoring.
  • Provide an escalation quality validation point.
  • Identify, research, and resolve complex technical problems.
  • Create and manage escalation procedures and ensure service levels are maintained.
  • Perform required documentation and monthly quality ticket review.
  • Track and monitor issues ensuring resolution in a timely manner.
  • Provides leadership, direction, and support to a team of IT Support colleagues.
  • Ensures IT Support processes and procedures are adhered to, and departmental objectives are met.
  • Acts as quality assurance by identifying, researching, resolving, and responding to technical and non-technical issues or questions from internal and external customers.
  • Monitors workloads and status.
  • Supports colleagues by providing advice on handling complex issues.
  • Ensures company customer service standards are met.
  • Communicates high visibility issues to immediate supervisor.
  • Maintains good client relationships.
  • Serves as a final level of quality for issue escalation research.
  • Continues to identify areas of improvement (process or employee).
  • Identifies, research, replicates issue, resolves and responds to issues or questions received from internal and external customers as needed.
  • Manages complex troubleshooting and software development issues as needed.
  • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
  • Escalates calls to the appropriate departments as needed.
  • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
  • Provides status and follow-up information to internal or external customers as needed.
  • Performs other duties as assigned.
  • Supports the organization's quality program(s).
 
Supervisory Responsibilities:
  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
  • Interviews, hires, and establishes colleague performance development plans.
  • Conducts colleague performance discussions.
  • Provides support, guidance, leadership, and motivation to promote maximum performance.
 
Is this a good fit? (Requirements):
  • High School Graduate/GED.
  • 5 years of Help Desk or Technical Support Service experience.
  • Excellent customer service skills.
  • Proven understanding and knowledge of Quality.
  • Good knowledge of service center processes and procedures.
  • PC literate, including Microsoft Office products.
  • Leadership/management/motivational skills.
  • Analytical and interpretive skills.
  • Strong organizational skills.
  • Excellent interpersonal skills.
  • Excellent negotiation skills.
  • Good judgment and discretion skills.
  • Ability to manage multiple projects and set priorities.
  • Ability to work in a team environment.
  • Ability to meet or exceed Performance Competencies.
  • Ability to complete required number of monthly quality monitors.
 
Even better if you have:
  • Bachelor's degree from an accredited college or university.
  • Supervisory experience.

 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.