IT Support Specialist

**The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.**IT Support SpecialistIF YOU CARE, THERES A PLACE FOR YOU HEREFor a career path that is both challenging and rewarding, join Sedgwicks talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assetstheir employees, their customers and their property. At Sedgwick, caring counts. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.**PRIMARY PURPOSE**: The IT Support Specialist is responsible handling client calls related to networks and system infrastructure, identifying, researching, and resolving complex technical problems; managing and fielding escalated incidents; ensure service levels are maintained; perform required documentation; track and monitor issues ensuring resolution in a timely manner; occasional on-site visits to clients.Hours for this position will be 8:30AM AM to 4:30 PM, Monday through Friday.**ESSENTIAL FUNCTIONS and RESPONSIBILITIES*** Be an active listener that employs an empathetic approach to answering in-bound client phone calls.* Document calls with high detail in an enterprise level ticketing system (ServiceNow)* Employ critical thinking to evaluate an issue, draw on experience to resolve complex problems.* Diagnose and repair workstations, servers, networks, operating systems, printers and applications.* Ensures company customer service standards are met.* Ensures IT Support processes and procedures are adhered to and departmental objectives are met.* Work independently and with fellow team members to ensure completion of assigned tasks* Be a great communicator to fellow team members and clients* Effective written and verbal communication skills with the ability to express yourself professionally* Communicates high visibility issues to immediate supervisor.* Maintains good client relationships.* Create and maintain client environment documentation* Identify areas of improvement for both client and internal processes.* Identifies, research, replicates issues, resolves and responds to issues or questions received external customers as needed.* Manages complex troubleshooting hardware and software issues as needed.* Maintains intimate knowledge of client systems 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 in a timely manner.**ADDITIONAL FUNCTIONS and RESPONSIBILITIES*** Performs other duties as assigned.* Supports the organization's quality program(s).* Visit client sites to install, configure computer equipment may be necessary.**QUALIFICATIONS****Education & Licensing**Bachelor's degree from an accredited college or university preferred.**Experience*** Six (6) years of Service or technical support service experience or equivalent combination of education and experience preferred.* Microsoft Certifications (MCSA, MCITP, etc.)* Experience with Exchange, Office 365, and SQL* Experience with Server Virtualization* Experience with Firewall solutions* Experience with troubleshooting and Citrix environments* Prior work history in a multi-client consulting environment* Experience with ServiceNow ITSM platform* Experience troubleshooting VM environments**Skills & Knowledge*** Excellent customer service skills* Professionalism with our customers and team members is of utmost importance* Proven ability to work within a team and assist fellow team members* Positive attitude and ability to multi-task/self-manage workload while adapting to changing priorities* Must be detailed oriented with the ability to follow shifting client requirements* Learn new technology and employ knowledge both rapidly and skillfully* Working knowledge of technical support center processes and procedures* Must be reliable with exceptional interpersonal & Communication skills for our clients and team members* Must be proficient in Windows server/client infrastructures* Analytical and interpretive skills* Strong organizational skills* Excellent interpersonal skills* Good judgment and discretion skills* Ability to multi-task and set priorities* Ability to work in a team environment* Ability to meet or exceed Performance Competencies**WORK ENVIRONMENT**Willingness to be in an office environment while training for up to 4 weeks or until approved to work from home.When applicable and appropriate, consideration will be given to reasonable accommodations.**Mental:** 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**Physical:** Computer keyboarding, visiting local clients may be necessary**Auditory/Visual:** Hearing, vision and talkingThe statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.locationDublin, OHlocationDublin, OH