Assists users in the more unique situations requiring a broad knowledge of available hardware and software. Provides direct liaison with end users to define and implement automated solutions for unique, one-of-a-kind situations. May provide work leadership or direction for other Customer Support Technicians. Utilizing independent judgment and discretion, evaluates and recommends unique hardware configurations; defines special hardware/software requirements, capacities, capabilities, etc. to meet user needs. Associate degree in Computer Science or a related discipline, and at least three, typically five years experience in IT or an equivalent combination of education and work experience..
On-site and off-site support for all executive technology-related needs
Installation, configuration and troubleshooting of desktops, laptops, telephony and other related technology devices
Research, test and evaluate new technology products
Develop new administration tools to track technology devices and user profiles
Develop proactive ways to avoid potential problems and automate maintenance tasks
Contribute to company-wide technology projects
Maintain a high level of customer focus on all interactions
Provide timely, creative and alternative solutions to meet business needs
Maintain detailed documentation on all issues handled
Probe and uncover customers¿ underlying issues
Provide rotational 24x7 support coverage
Actively share knowledge and offer assistance to teammates. Requirements
Bachelor’s Degree or higher strongly preferred
4+ years of job-related experience
Ability to interact comfortably with senior leadership
Aptitude and interest in learning new technologies
Excellent verbal and written communication skills
Capability to establish credibility quickly by following up and taking initiative
Superior Customer Focus
Extensive knowledge of Windows environment and MS Office suite
Programming and scripting ability preferred
Experience with Blackberry, Droid and iPhone/iPad
Networking: TCP/IP, Cisco/Avaya phone systems, Networked Printers and Nortel/Cisco VPN
Remote connectivity applications: RDP, pcAnywhere, Sametime, WebeX, Video Conferencing Systems, such as Polycom
Understand how CIGNA IT Operations works; Ability to get things done through formal channels and the informal network.
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