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=2f99c1ccb2c028cafec153e2347f1fe7&view" width="1"/>

TriWest Healthcare Alliance

Supervisor, IT Support

Adjudication

Analysis Skills

Background Investigation

Best Practices

Business Support

Call Center Operations

Call Centers

Call Monitoring

Call Volume

Coaching

Communication Skills

Community Health

Computer Science

Customer Relations

Customer Service Management

Customer Support/Service

Customer/Consumer Behavior

Desktop Administration

Desktop Environments

Detail Oriented

Diversity

Documentation

Establish Priorities

Government Contracts

Healthcare

High School Diploma

Identify Issues

Industry Standards

Internet Technology

Interpersonal Skills

Leadership

Maintenance Services

Management of Information Systems/Technology (MIS)

Mentoring

Metrics

Microsoft Active Directory

Microsoft Office

Microsoft Windows Operating System

Multitasking

Network Administration/Management

On Call

Operational Support

Organizational Skills

People Management

Performance Analysis

Performance Management

Performance Metrics

Presentation/Verbal Skills

Problem Solving Skills

Process Analysis

Quality Metrics

Resolve Customer Issues

Resource Management

Root Cause Analysis

Software Administration

Support Documentation

System Operations

TCP/IP (Transmission Control Protocol/Internet Protocol)

Team Lead/Manager

Team Player

Technical Leadership

Technical Support

Technical Writing

Time Management

Training/Teaching

Trend Analysis

United States Citizen

United States Department of Defense (DoD)

Writing Skills

equestftpin

YEAR

Practical experience deploying and supporting Virtual Desktop (VDI) solutions (e.g., Leostream/HP Anyware, VMware Horizon, Citrix) and Trusted Thin Client, including image management and troubleshooting. This range serves as a general guideline and may vary based on factors such as role, level, location, market conditions, and individual qualifications, including job-related skills, experience, and relevant education or training.

Job ID: 7819 Date Posted: May 1, 2026 Space Dynamics Laboratory (SDL) is seeking an experienced Linux System Administrator to design, implement, secure, and maintain systems and associated applications, services, and components. This is an on-site, non-remote position in our Albuquerque, NM location. Key Responsibilities:<ul style="margin-bottom:11px"><li style="margin-bottom:11px">Achieves in-depth knowledge of company processes, systems, and networks</li><li style="margin-bottom:11px">Proactively monitors assigned systems to ensure high availability, optimum performance, and security</li><li style="margin-bottom:11px">Follows established IT policies and procedures to perform audits and ensure compliance</li><li style="margin-bottom:11px">Ensures data integrity by implementing standard software and hardware solutions</li><li style="margin-bottom:11px">Works with their leaders to prioritize projects, requests, changes, and tasks</li><li style="margin-bottom:11px">Documents issues in Jira and communicates progress (through updates, workflow status, due dates, etc.)</li><li style="margin-bottom:11px">Leads/assists in installation and configuration of information systems and components</li><li style="margin-bottom:11px">Assists in the design and implementation of information systems</li><li style="margin-bottom:11px">Responsible for documentation of assigned systems and solutions</li><li style="margin-bottom:11px">Implements and maintains Linux security hardening, patch management, user and permission administration, and compliance with security standards</li><li style="margin-bottom:11px">Participates in change management processes and documents system configurations, incidents, and resolutions clearly and in a timely manner</li><li style="margin-bottom:11px">Collaborates with cross-functional teams to prioritize tasks, support project implementations, and improve system architecture</li><li style="margin-bottom:11px">Implements strong problem-solving skills and works in fast-paced environments, independently and as part of a team</li><li style="margin-bottom:11px">Performs maintenance on systems minimizing downtime and customer impact</li><li style="margin-bottom:11px">Performs after-hours maintenance and provide on-call support as needed</li></ul>Required Qualifications:<ul style="margin-bottom:11px"><li style="margin-bottom:11px">5+ years of experience and a bachelor’s degree in a related technical field (e.g., IT, computer science, information systems, engineering, or related field) or 10+ years of experience in lieu of a degree</li><li style="margin-bottom:11px">Experience administering enterprise Linux systems (e.g., RHEL 7/8/9, Ubuntu 22/24)</li><li style="margin-bottom:11px">Experience administering virtualization platforms such as VMware vSphere, Red Hat Virtualization (RHV), including VM provisioning, resource allocation, and basic performance tuning</li><li style="margin-bottom:11px">Experience with LDAP solutions such as Microsoft Active Directory and FreeIPA</li><li style="margin-bottom:11px">Strong Linux security skills including system hardening, patch management, user management, and configuration management</li><li style="margin-bottom:11px">Familiarity with monitoring and alerting tools (e.g., Elasticsearch, Logrhythm, Prometheus, Grafana) for proactive system management</li><li style="margin-bottom:11px">Proficiency with package management tools (YUM, DNF, RPM, APT) and maintaining repositories in offline or air-gapped environments</li><li style="margin-bottom:11px">Experience with automated deployment and infrastructure as code tools (e.g., Ansible, Puppet, Terraform)</li><li style="margin-bottom:11px">Familiarity with container concepts and basic experience with container tools such as Docker or Podman</li><li style="margin-bottom:11px">Excellent verbal and written communication skills with ability to document and collaborate effectively</li><li style="margin-bottom:11px">Must be willing to travel when required (2-3 times annually)</li><li style="margin-bottom:11px">Must be a U.S. citizen with an active Top Secret clearance</li><li style="margin-bottom:11px">Active CompTIA Security+ CE or equivalent certification that meets or exceeds DoD 8570 IAT Level II (or be able to obtain within a maximum of 30 days after hire)</li></ul>Preferred Qualifications:<ul style="margin-bottom:11px"><li style="margin-bottom:11px">10+ years of experience and a bachelor’s degree in a related technical field (e.g., IT, computer science, information systems, engineering, or related field) or 15+ years of experience in lieu of a degree</li><li style="margin-bottom:11px">Advanced experience with virtualization platforms such as Red Hat Virtualization (RHV), VMware vSphere, including VM provisioning, resource allocation, snapshots, and performance tuning</li><li style="margin-bottom:11px">Familiarity with databases (e.g., Postgres, MySQL) and Linux web services (e.g., Apache, Nginx)</li><li style="margin-bottom:11px">Proficiency in one or more scripting language</li><li style="margin-bottom:11px">Practical experience deploying and supporting Virtual Desktop (VDI) solutions (e.g., Leostream/HP Anyware, VMware Horizon, Citrix) and Trusted Thin Client, including image management and troubleshooting</li><li style="margin-bottom:11px">Understanding of information systems security best practices, DoD security requirements, and use of security tools such as Nessus, SCAP, and applying STIGs</li><li style="margin-bottom:11px">RHCSA and Red Hat Certified OpenShift Administrator certifications</li></ul>*Salary Range<ul><li class="MsoNoSpacing" style="margin-left:8px">$90,000 - $150,000<ul style="list-style-type:circle"><li class="MsoNoSpacing" style="margin-left:8px">Salary commensurate on education and relevant experience</li></ul></li></ul> This range serves as a general guideline and may vary based on factors such as role, level, location, market conditions, and individual qualifications, including job-related skills, experience, and relevant education or training. The range displayed in the job advertisement reflects the minimum and maximum target salaries across all US locations. Specific salary details for a candidate’s preferred location can be provided by the recruiter or HR manager during the hiring process. Why Join SDL? *SDL offers competitive salaries and a comprehensive benefits package. Visit our <a href="https://www.sdl.usu.edu/careers/benefits/" rel="nofollow" style="color:#467886;text-decoration:underline">Benefits Page</a> to learn more about what we offer. SDL delivers advanced multi-domain solutions to protect national security and enable scientific discovery. Our expertise in satellites, sensors and instruments, ground systems and data processing, and autonomous systems plays a critical role in missions supporting NASA and the Department of Defense. Join our team of engineers, scientists, technicians, and business professionals in our seventh decade of delivering mission success. At SDL, we strive to uphold a culture of respect, collaboration, empowerment, and accountability. We listen with open minds, seek to understand diverse perspectives, and engage in thoughtful dialogue. We work together by sharing knowledge, involving others, and offering support. We trust and empower our team members to take ownership, act with integrity, and be accountable. Above all, we deliver on our commitments to each other and to our mission partners. The application window for this position is expected to remain open for approximately 14 days; however, it may be shortened or extended depending on business needs and the availability of qualified candidates. We encourage interested candidates to submit their applications promptly.For questions, assistance, or accommodation with the application process or the DoD SkillBridge program, please contact employment@sdl.usu.edu.Powered by JazzHR

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Hybrid IT Jobs in Alameda, NM

Supervisor, IT Support TriWest Healthcare Alliance

Cleared Linux Systems Administrator Space Dynamics Laboratory

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