FULL_TIME

FEED

OTHER

Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk.

We offer remote work opportunities in the following locations ONLY: AK, AR, AZ, CO, DC, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA, WA, WI, WYUS Citizenship REQUIRED: Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.Veterans, Reservists, Guardsmen and military family members are encouraged to apply!Job Summary With guidance from the IT Support Manager, oversees the day-to-day operations of Service Desk staff with a focus on Portal Support. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk. Functions as the primary escalation and supervisory point of contact for members of the Portal Support and Service Desk teams. Coordinates scheduling, monitors quality and performance metrics, adjusts workload to meet volume, and monitors whether service standards are achieved. Tracks high priority issues, including root cause analysis and problem identification. Assesses scope of impact caused by issues and escalates high priority issues as needed. Uses performance metrics and reporting to track aging of service requests referred to other IT staff for resolution. Provides performance metrics for management reports for Service Desk management team, including trend analysis, root cause analysis, and preventive measures. Documents Portal Support and Service Desk-related procedures and standard solutions. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Portal Support and Service Desk staff to develop skills and to appropriately cross-train for optimal coverage.Education & Experience Required: • High school diploma or equivalent • 3+ years progressive, related technical experience in a medium to large business environment supporting all of the following: Windows OS, Active Directory, Microsoft Office, PC deployment, TCP/IP troubleshooting • 1+ year experience in a leadership role such as supervisor or team lead • Expertise with desktop environment, application administration, network troubleshooting, and systems operations • Expertise with analysis, performance metrics, and collaboration with end-users and other IT staff, from planning through implementation and ongoing support • Excellent written and verbal communication skills • Experience in dealing with difficult interpersonal situations regarding support issues Preferred: • Bachelor's degree in Business, Computer Science, Engineering or related field • 5+ years technical experience with desktop support operations • 2 + year experience in a supervisory role • Experience managing staff in remote locations • Experience in analyzing metrics, trend gathering, and reporting • Experience with phone-monitoring of phone-based support agents • Experience with documentation and technical writing to develop Service Desk solutions and proceduresKey Responsibilities • Provides technical direction and supervision to Technical Support Analysts working on the Service Desk. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Service Desk staff to appropriately cross-train and develop troubleshooting skills. • Provides assistance to staff members as required. Handles escalated calls when needed. Provides relief to Service Desk staff by fielding calls during high volume. Monitors phone queue, tracks inbound calls, and keeps staff members aware of inbound calls, calls waiting, and other metrics. • Performs complex analysis of metrics related to Service Desk operations in such areas as incoming call analysis, ticket generation and tracking/root cause analysis of high severity issues. Meets with individual agents to support their needs as required and keeps staff informed of issues impacting service levels. • Answers service-related calls as necessary. • Fields calls which phone agents are unable to handle. • Owns and tracks all high severity issues, documenting the issue and final solution, and reporting on issues to IT staff, and driving proactive solutions to prevent recurrence. • Provides regular and direct monitoring and feedback to phone-based agents, including coaching on customer service skills and efficiency. • Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. • Conducts team meetings to review overall performance, service issues, new documentation, solutions, and techniques to improve service and efficiency. • Keeps customer base informed of issues impacting Service Desk through email, Trinet, and phone system. Keeps users informed of progress on unresolved issues. • Monitors high frequency issues reported by customers, types of tickets logged, and types of tickets logged by customers through the web tool. • Ensures proper categorization, prioritization and documentation of service calls, ensuring escalation to the proper resources or teams when necessary. .: • Collaborates with users, vendors, and other TriWest technical staff members on the identification, isolation and correction of high severity issues, and enhancements in the ticket management system. • Keeps staff aware of queue, inbound calls, waiting calls, and abandonment rates for feedback purposes. • Consistently follows standard problem management processes. • Regular and reliable attendance is required.Competencies Coaching / Training / Mentoring: Actively fosters actions required for desired business outcomes through ongoing constructive feedback. Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listens critically; collaborates. Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Creativity / Innovation: Ability to develop unique and novel solutions to problems; view change as necessary. Delegation Skills: Provides clear performance expectations for projects and ensure adequate access to resources for completion. Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position. Leadership: Successfully manages different styles of employees; provides clear direction and effective coaching. Multi-Tasking / Time Management: Prioritizes and manages actions to meet changing deadlines and requirements within a high volume, high stress environment. Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented. Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues. Technical Skills: Advanced knowledge of Call Center support operations, documentation, and procedures; advanced understanding of service request and Call Center tools, techniques, and metrics; advanced knowledge of Service Desk technical support best practices and industry standards; advanced knowledge of technology impact on end-user functionality; advanced analysis skills to analyze, define, and quickly identify technical problems; knowledge of current computer and internet technologies; ability to communicate technical information to non-technical users.Working Conditions Working Conditions: • Works non-standard hours as required and maintains availability for after-hours work • Available for technical and customer service-related escalations from agents or in response to customer needs • Works within a standard office environment, with minimal limited travel • Extensive computer work with prolonged periods of sitting • Serves as point of escalation for tier 1 and tier 2 issues in an on-call capacityCompany Overview Taking Care of Our Nation's Heroes. It's Who We Are. It's What We Do. Do you have a passion for serving those who served? Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®! Our job is to make sure that America's heroes get connected to health care in the community. At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.BenefitsWe're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes: <ul><li> Medical, Dental and Vision Coverage </li><li> Paid time off </li><li> 401(k) Retirement Savings Plan (with matching) </li><li> Short-term and long-term disability, basic life, and accidental death and dismemberment insurance </li><li> Tuition reimbursement </li><li> Paid volunteer time </li></ul> TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $92,000 - $100,000 per year.Equal Employment OpportunityTriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

<img alt=" " height="1" src="https://ars2.equest.com/?response_id=c923c004e114bc74145311e4226c6a43&view" width="1"/>

TriWest Healthcare Alliance

Supervisor, IT Support

equestftpin

UNKNOWN

HOUR

The ideal candidate will assist with various IT-related tasks, including hardware configurations, basic helpdesk support, onsite installations, and project assistance. Entre Technology Services provides exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming, and beyond.

IT InternEntre Technology Services provides exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming, and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.The Position:We are seeking an enthusiastic and motivated Information Technology Intern to join our IT team. This internship will provide hands-on experience in a dynamic and fast-paced environment. The ideal candidate will assist with various IT-related tasks, including hardware configurations, basic helpdesk support, onsite installations, and project assistance. This is a great opportunity for someone looking to build their career in IT and gain exposure to a wide range of technologies.Key Responsibilities:<ul><li>Assist in configuring hardware, including desktops, laptops, and peripherals.</li><li>Provide basic helpdesk troubleshooting and support to internal staff for hardware and software issues.</li><li>Participate in onsite installations of hardware and software.</li><li>Aid in the setup, testing, and deployment of IT systems and devices.</li><li>Assist in IT projects, including documenting processes, testing new technologies, and supporting implementation efforts.</li><li>Perform routine IT tasks as assigned, ensuring smooth and efficient technology operations.</li><li>Work with the team to identify areas for improvement and contribute to enhancing current systems and processes.</li></ul>Qualifications:<ul><li>Currently pursuing a degree in Information Technology, Computer Science, or a related field (or equivalent experience).</li><li>Basic understanding of computer hardware and software.</li><li>Familiarity with operating systems such as Windows, macOS, and/or Linux.</li><li>Strong problem-solving skills and ability to troubleshoot common IT issues.</li><li>Excellent communication skills, both written and verbal.</li><li>Ability to work independently and as part of a team.</li><li>Eagerness to learn new technologies and gain hands-on experience.</li><li>Prior internship or volunteer experience in IT support is a plus but not required.</li></ul>Requirements:<ul><li>Ability to lift 50+ pounds </li><li>Must have a valid driver’s license, insurance, and reliable transportation</li><li>Legal authorization to work in the U.S.</li><li>High School Diploma or GED </li></ul>Desired Experience:<ul><li>Desktop Support: 1+ years (Preferred)</li><li>Customer Service: 1+ years (Preferred)</li><li>Technical support in a production IT environment(s), preferably in multi-site environments: 1 year (Preferred)</li><li>Mac, NinjaOne, ConnectWise, Sophos, Barracuda, Unifi, experience a plus</li></ul>

Entre Technology Services

IT Intern

Apple Macs

Barracuda

Communication Skills

Computer Hardware

Computer Science

Computer Software

Customer Support/Service

Desktop Administration

Desktop Hardware

Documentation

Driver's License

Hardware Configuration Management

Hardware Installation

Help Desk

High School Diploma

Identify Issues

Information Systems/Technology IS/IT Administration

Information Technology & Information Systems

Laptop PC

Legal

Lift/Move 50 Pounds

Linux Operating System

Mac Operating System

Manufacturing

Medical Billing

Microsoft Windows Operating System

Nonprofit

Operating Systems

Operations Management

Peripheral Hardware

Presentation/Verbal Skills

Problem Solving Skills

Production Systems

Software Installation

Sophos Antivirus

Team Player

Technical Operations

Technical Support

Testing

Trucking

Volunteer Experience

Writing Skills

JobScore

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Supervisor, IT SupportTriWest Healthcare Alliance

IT InternEntre Technology Services

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