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IT Support Center Representative

Job Description

Jack Henry & Associates, a leading provider of technology solutions and payment processing services primarily for the financial services industry is seeking an IT Support Center Representative to join our growing team.  This individual ensures the proper day-to-day operation of technology applications and computer equipment. This position may require on-call support and travel to Monett, MO or Springfield, MO during training. This is Monday – Friday with varying shifts.

About the team:

Employee services supports all internal employees at JHA.  You will join a team of 28 people that are committed to excellent customer service while maintaining a fun environment. 

Successful Candidate:

You have excellent customer service skills with a  technical background.  You have the ability to balance the technical communication with individuals that are not technical.  You have the ability and enjoy finding answers when you don’t  have the solutions.  You are willing to ask questions and share knowledge with the team.  You have a willingness to jump in and assist while balancing the everyday workload.

A normal day will include:

This role is a tier one position.  Your primary focus is to answer the phone and work high priority incidents as they come in.  There will be additional project work but the main focus is taking care of the internal customer via phones.

MINIMUM QUALIFICATIONS 

  • One year of customer service experience
  • Technical support experience 

PREFERRED QUALIFICATIONS 

  • Ability to apply standard processes and procedures  
  • Basic knowledge of endpoint computing devices 
  • Experience in providing customer service over the phone 
  • Basic organizational and planning skills 
  • Experienced with providing exceptional customer service skills in a fast-paced environment 
  • Able to apply basic incident management skills and resolve time-sensitive issues 
  • Able to understand and convey terms and concepts related to technical support 
  • Associates Degree in CIS or a technology related field 

ESSENTIAL FUNCTIONS 

  • Provides support to employees or customers regarding technical inquiries.? Diagnoses to isolate the nature of the problem and resolves simple to basic  support issues. 
  • Identifies, troubleshoots and resolves software, hardware and network failures. 
  • Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems. 
  • Thoroughly documents cases to ensure continuity of information and adherence to customer service standards. 
  • Maintains awareness of current tools, methodologies and technologies associated to IT support. 

 

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

 
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