Application Support Specialist

Responsible for providing professional application and technical support for specific hardware, software, and service-based inquiries.

Requirements

• Gathers data and provides troubleshooting techniques for all computer software and hardware issues.
• Provides assistance and information to internal staff or external contacts.
• Resolves all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard operating procedures (SOP).
• Escalates issues within Service Level Agreements (SLA), follows up, and updates customers on status inquiries.
• Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution.
• Researches and identifies potential repeatable solutions for knowledge submission.
• Emits a positive, enthusiastic service attitude at all times and the ability to demonstrate the handling of difficult situations using proper discretion and respect.
• Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics.
• Understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs.
• Provides added value services by identifying call avoidance opportunities to customers via training through problem resolution and consultation.
• Participates in special projects or performs duties in other areas as requested.
• Upholds the Crawford Code of Conduct.