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)
Visit client sites to install, configure computer equipment when needed
Employ critical thinking to evaluate an issue, draw on experience to resolve complex problems
Speak to and understand client needs for computer / server configuration
React to monitoring alerts using our Remote management tracking software
Diagnose and repair workstations, servers, networks, operating systems, printers and applications
End User Mac support experience in troubleshooting hardware / software
Follow a procurement process for hardware to be delivered to clients
Create and maintain client environment documentation
Work under the direction of the Service Delivery Manager and Vice President
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
Willingness to perform continuing education training and certifications when necessary
Monitoring and management of Sedgwick Technology Solutions hosted services
Requirements
Proven ability to work within a team and assist fellow team members
Learn new technology and employ knowledge both rapidly and skillfully
Must be reliable with exceptional interpersonal & Communication skills for our clients and team members
At least four years of experience supporting end user workstations in a domain environment
Must be proficient in Windows server/client infrastructures
Must be proficient in MAC OS troubleshooting and support
Experience troubleshooting VM environments
At least four years of experience handling more complex issues that require diagnostic thinking
Four years of experience supporting servers in a domain environment
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
Show ability to Prioritize tasks based on Sedgwick Technology Solutions policies and procedures
Ability to learn and adapt to new and changing technologies
Ability to troubleshoot and react to constantly changing IT environments
Professionalism in the workplace and with our customers is of utmost importance
Valid Driver’s license with reliable transportation and the willingness to travel to client location within 60 miles for PC equipment troubleshooting or set ups (Mileage Expenses are included)
Desired Experience
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
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