User Support Specialist

2 weeks ago

Conyers, United States Alacrity Solutions Full time

User Support Specialist

Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through completion of repairs. By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process. To learn more, visit www.AlacritySolutions.com.

The IT User Support Specialist Role
The IT User Support Specialist provides technical assistance, support, and direction to individuals and organizations that depend on information technology. They are responsible for responding to user inquiries / issues and making sure that any requests made are addressed in a timely manner. In responding to these requests, user support specialists must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. Clerical duties include maintaining departmental documentation, processing equipment orders, and managing department assets.

Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)
  • Field inbound phone calls from users reporting requests for assistance and create necessary ticket in issue tracking application to document user requests and progress.
  • Monitor issue tracking application to identify outstanding requests.
  • Ask users questions to properly diagnose the problem.
  • Walk customers through the recommended problem-solving steps.
  • Install, troubleshoot, and repair hardware including computer and telephony equipment and related devices, as well as software used in the enterprise.
  • Train end users to work with new computer hardware or software.
  • Printing and imaging support.
  • Research and process equipment orders, software purchase requests, and equipment returns.
  • Record new equipment purchased in inventory management application, manage chain of custody documentation, and perform regular audits of existing equipment.
  • Perform user account maintenance (moves / adds / changes) in various deployed applications.
  • Perform dial plan maintenance (moves / adds / changes) in enterprise cloud-based phone system.
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have.
  • Performing any other duties related to the position of User Support Specialist as directed by the IT Operations Manager.
  • Other duties as assigned..


Skills & Requirements:
  • Associate degree OR a minimum of 2 years of college coursework in computer science, management information systems, or a closely related field is required; Bachelor’s Degree in computer science, management information systems, or a closely related field is preferred.
  • 1-3 years of customer service experience is required; customer service experience in an Information Technology environment is strongly preferred.
  • Prior experience in a Help Desk or similar Technology Support environment, including experience supporting Windows clients and servers, is a plus.
  • Knowledge and understanding of various computer systems, hardware, software, and related computer peripherals.
  • Excellent verbal and written communication skills.
  • Focus on providing excellent customer service and ability to resolve conflicts in a diplomatic and tactful manner.
  • Ability to quickly grasp new technologies and assist others in understanding them.
  • Desire to work in a team environment and collaborate with people at all levels of the organization.
  • Ability to work calmly under pressure and meet strict deadlines.
  • Ability to communicate technical concepts effectively to a varied audience.
  • Strong sense of discretion and confidentiality.
  • Flexible problem-solving and ability to adapt to changing circumstances.
  • Must have the ability to recognize, analyze, and troubleshoot end-user problems.

Supervisory Responsibilities:
 
  • N/A

Physical & Mental Demands:
The physical demands described here are representative and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
  • While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to stand, walk, and use hands to handle or feel.
  • Ability to read, analyze, and interpret reports, and legal documents, respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  • Must be able to periodically lift up to thirty (30) pounds.


Starting salary range:
  • up to $45K

Job Specifics:
  • In Office Conyers, GA)
  • Full-Time (M-F, 8am-5pm)

Travel Required:
  • N/A

Why Choose Alacrity?:
  • Benefits Package including: Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
  • HSA Bank with selection of High Deductible Health Plan
  • 401K plan options
  • Paid Time Off Accruals
  • Paid Holidays


Affirmative Action/EEO Statement
Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

How Long We Retain Personal Information:
We will keep your personal information for as long as necessary to fulfill legitimate business purposes and in accordance with applicable laws.

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