By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance IT Support Associate **PRIMARY PURPOSE** : To provide basic IT systems support to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution. **ESSENTIAL FUNCTIONS and RESPONSIBILITIES** + Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers. + Provides status and follow-up information to internal or external customers. + Escalates calls to the appropriate departments. + Documents customer issues in call tracking system timely and accurately. + Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction. + Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers. + Provides support after hours via on-call cell phone. **ADDITIONAL FUNCTIONS and RESPONSIBILITIES** + Performs other duties as assigned. + Supports the organization's quality program(s). **QUALIFICATIONS** **Education & Licensing** Associate degree in a computer technology field preferred. **Experience** Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience. JURIS or claims management application experience preferred. **Skills & Knowledge** + Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office + Strong oral, written and business communication skills + Analytical, interpretive and decision-making skills + Strong organizational skills + Excellent interpersonal and customer service skills + Excellent negotiation and conflict resolution skills + Strong stress and time management skills + Ability to work in a team environment + Ability to meet or exceed Performance Competencies **WORK ENVIRONMENT** 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, travel as required **Auditory/Visual:** Hearing, vision and talking The 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. **If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.** **Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see** **sedgwick.com**