Tech Support Analyst - Phoenix, United States - TriWest Healthcare Alliance

TriWest Healthcare Alliance

Verified Company

Phoenix, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Profile:

Veterans, Reservists, Guardsmen and military family members are encouraged to apply

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI & WY only)

Job Summary
Under direction (close or mínimal DOE), performs technical, administrative and professional support of TriWest's desktop computers and attached peripherals. Performs preliminary analysis/troubleshooting, system monitoring of desktops solutions, daily maintenance, and support.

Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems.

Solves routine problems of moderate scope and complexity following established policies and procedures. Develops solution to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance.

Applies expertise with troubleshooting the following:
Customer Support desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop and network printers

Functions with knowledge of:

Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security.

Education & Experience

Required:

High School Diploma or GED
2+ years of customer service experience
U.S. Citizenship if assigned to TRICARE contract
Must be able to receive a favorable interim and adjudicated final Department of Defense (DoD) background investigation if assigned to TRICARE contract
Personal computer, Microsoft Server, networking and operations experience
Experience in analyzing operations, including project management through implementation and support

Preferred:

Associates Degree (AA or AAS) in Business, Computer Science, Engineering or related field or equivalent combination of education and experience
A+, Helpdesk, or Microsoft Certified Desktop Support Technician
2+ years technical experience with telephone systems/software

Key Responsibilities

Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems.
Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems.
Executes routine tasks and accepts and resolves escalated support issues from end users.
Answers Help Desk calls to the Service Center 60% of the time.
Works on and resolves open Service Desk tickets 30% of the time.
Supports other technical support activities 10% of the time.
Interfaces with client departments on desktops issues.

Competencies

Coping / Flexibility:

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Independent Thinking / Self-Initiative:

Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management:
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Problem Solving / Analysis:
Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Technical Skills:
General knowledge of technology impact on business outcomes; general knowledge of Microsoft server principals and support, data communication architectures, design, and support; basic understanding of project management tools and techniques including metrics; general ability to analyze, define, and quickly identify technical problems with systems; ability to communicate clearly with non-technical users; current knowledge of personal computers and Internet technologies; VMWare View / Virtual desktop; familiarity with monitoring, performance analysis, management, software and hardware equipment to troubleshoot, isolate problems, gauge desktop performance, and trace data and protocol activity; advanced knowledge of personal computers, relevant technologies, telephone systems; ability to provide concise directions and instructions over the telephone and face-to-face (ability to converse in both technical and non-technical language) Required training:

Microsoft Certified Desktop Support Technician (MCDST)
CompTIA A+ Certification for Hardware

Working Conditions

Working Conditions:

Availability to work nonregular hours
Works within a standard office environment, with limited travel for maintenance and moves
Ability to lift objects up to 50 lbs
Participates in rotation of oncall responsibility

**Company Ove