Customer Support Technician (Help Desk) - CONTRACT

Cigna Bloomfield, CT

During one or more contract engagements will act to provide guidance, assistance, coordination and follow-up on client questions, and resolves complex problems or malfunctions of all systems applications, hardware and software. Responds to the more complex problems escalated by the help desk staff pertaining to all application hardware and software products supported by the IT area. Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems.

Understands customer's issues and demonstrates real concern.

Establishes credibility quickly by following up and taking initiative.

Defines problems quickly and resolves majority of issues within specified timeframe. Demonstrates creativity in generating solutions.

Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result.

Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.

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.

1 years experience in the Information Technology field with either in-depth knowledge of one specific area of technology (i.e. Client Server, Mainframe, Telecommunications, Data Center Operations, etc.) or a broad knowledge of multiple technologies and platforms.

Must be available on a contractual basis.