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=f6cb2a261593e031a71cd79e9aab65f0&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

Technicians operating consistently at this level are the first considered for future leadership and specialization opportunities—including roles like Onboarding Manager, Help Desk Manager, Centralized Services Manager, and others as the company grows. Deep, hands-on expertise in Microsoft 365/O365 administration—including Exchange Online, Teams, SharePoint, Intune, Entra ID (Azure AD), licensing management, and tenant-level configuration and troubleshooting.

Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We’re 26 people today, scaling quickly, and investing in the people and systems needed to serve our clients with consistency and excellence. We run lean, trust our team, and believe in leadership that works alongside people—not above them. We’re relationship-first, execution-focused, and allergic to bureaucracy. If you want to own your work, improve how things get done, and grow into something bigger, this is the right place. The Role The L3 MSP Technician is our highest individual contributor technical role—and one of the most important seats in the company. You’re the person we trust with our hardest problems, our most complex client environments, and our most critical escalations. This isn’t just a “senior tech” role. At L3, you’re expected to identify patterns across clients, build and improve processes, reduce key-man risk through documentation and training, and proactively raise the technical bar across the team. You bring structure and repeatability to everything you touch. L3 MSP Technicians at Hansen Gress are capable of operating across our three core technical functions—Help Desk, Project, and Centralized Services—but will typically be hired into one or two concentrated areas. You’re the person who holds the line when things get hard, and who makes things better when they’re not. L3 is also a milestone. Technicians operating consistently at this level are the first considered for future leadership and specialization opportunities—including roles like Onboarding Manager, Help Desk Manager, Centralized Services Manager, and others as the company grows. What You’ll Do Technical Execution <ul><li>Take ownership of complex, high-priority escalations from L1 and L2 technicians across Help Desk, Project, and Centralized Services functions. </li><li>Resolve advanced issues involving Windows Server environments, Microsoft 365, Active Directory, Group Policy, DNS, and enterprise security configurations. </li><li>Configure, maintain, and support virtualization platforms including Hyper-V—VM builds, migrations, and ongoing maintenance. </li><li>Administer and troubleshoot Azure Virtual Desktop (AVD) environments and related Microsoft cloud technologies. </li><li>Configure and troubleshoot firewalls, switches, VLANs, VPN connectivity, and LAN/WAN infrastructure across platforms including SonicWall and Ubiquiti. </li><li>Utilize PowerShell and CMD scripting for automation, troubleshooting, and system administration tasks. </li><li>Leverage AI tools actively and fluently to force-multiply your output—whether that’s accelerating documentation, automating repetitive work, diagnosing complex issues faster, or building better client-facing materials. At L3, AI proficiency is a professional expectation, not a nice-to-have. </li><li>Anticipate technical risks before they become client problems—evaluate business impact, flag issues proactively, and maintain clear records of outcomes and contributions. </li></ul>Process, Documentation & Knowledge <ul><li>Create and improve processes—not just follow them. At L3, you’re expected to lead documentation standards and build repeatable systems that reduce key-man risk. </li><li>Actively train and teach teammates. You’re responsible for helping others grow, not just solving problems yourself. </li><li>Build playbooks, standardize delivery, and identify opportunities for automation that improve consistency and scale across the team. </li><li>Document client environments, recurring issues, and resolutions so that institutional knowledge lives in the system, not just in your head. </li></ul>Communication & Client Experience <ul><li>Communicate clearly and proactively with clients and internal staff—especially in high-pressure situations where confidence and clarity matter most. </li><li>Set and manage client expectations accurately, keeping relevant stakeholders informed on timelines, risks, and progress. </li><li>Communicate trends, risks, and service improvements upward to leadership with context and clarity. </li><li>Understand your clients’ businesses, not just their technology. L3 technicians are expected to know how a client operates, what matters to their leadership, and how a technical issue or recommendation translates into real business impact. </li><li>Represent Hansen Gress professionally in every client interaction—this role carries real weight in how clients experience us. </li></ul>Ownership & Accountability <ul><li>Own your outcomes—not just your tasks. You’re accountable for the quality, completeness, and follow-through on everything you touch. </li><li>Prioritize effectively across competing demands. Help Desk volume, project timelines, and centralized service delivery all require judgment about what matters most. </li><li>Proactively identify what’s not working—across your own work, team processes, and client environments—and do something about it. </li><li>Mentor junior technicians and invest in their development as a direct expression of your own leadership potential. </li></ul>Who You Are <ul><li>You have substantial IT support experience—typically 5–10+ years—with meaningful time in an MSP or IT services environment. We care more about the depth of what you’ve built and solved than the number of years on your resume. </li><li>You’ve earned the L3 designation through demonstrated capability—not just tenure. You operate at this level consistently, not occasionally. </li><li>You identify patterns across tickets and client environments and use them to prevent problems, not just react to them. </li><li>You’re a strong communicator in both directions—clear with clients, and clear with leadership. You don’t let things fall through the cracks silently. </li><li>You take documentation seriously. You understand that knowledge trapped in one person’s head is a liability, and you build systems that outlast any individual. </li><li>You mentor others naturally. Sharing what you know isn’t a burden—it’s part of how you define doing a good job. </li><li>You’re organized, detail-oriented, and process-driven—but you can also move fast when the situation calls for it. </li><li>You’re adaptable. In an MSP environment, no two days are the same, and you’re energized rather than frustrated by that reality. </li><li>You are a recognized subject matter expert across the full Hansen Gress technology stack—not a generalist who knows a little about everything, but someone the team and our clients can point to and say “ask them.” You hold deep, current, hands-on expertise across the platforms and disciplines we deliver. </li><li>You are technically reliable—the kind of person who doesn’t speculate out loud, doesn’t guess under pressure, and doesn’t put wrong information into the world. At L3, the team and our clients defer to you. That trust is earned and protected by a consistent commitment to getting it right. </li><li>Living in Alaska is either a passion of yours or a dream you want to fulfill. We are looking for someone who is “all in” on Alaska and fits our team and culture. </li></ul>Technical Qualifications <ul><li>Deep, hands-on expertise in Microsoft 365/O365 administration—including Exchange Online, Teams, SharePoint, Intune, Entra ID (Azure AD), licensing management, and tenant-level configuration and troubleshooting. </li><li>Hands-on experience managing Hyper-V environments, including VM builds, migrations, and maintenance. </li><li>Strong understanding of LAN/WAN networking with experience configuring and troubleshooting VLANs, managed switches, and connectivity issues across platforms such as Ubiquiti and SonicWall. </li><li>Advanced experience configuring and troubleshooting firewalls, including routing, VPN, access policies, and network segmentation. </li><li>Experience administering Azure Virtual Desktop (AVD) and Microsoft 365 cloud technologies. </li><li>Basic to intermediate scripting and automation experience using PowerShell and CMD. </li></ul>What You’ll Need <ul><li>Ability to pass a basic background check for airport security badging </li><li>Valid driver’s license (or willingness to get one) and the ability to drive. Driver policies apply. </li></ul>Where You'll Work<ul><li>Must be based in Juneau.  </li><li>This role requires regular face-to-face collaboration in Juneau, Anchorage, and other Alaska communities.  </li><li>Remote work flexibility within Alaska </li><li>This is NOT a fully remote position </li></ul>What’s In It For You <ul><li>Full-time role </li><li>Salary: $100,000–$125,000 a year, depending on experience </li><li>Health insurance (with vision coverage) </li><li>Retirement plans </li><li>Mobile device plan reimbursement </li><li>Flexible scheduling policy </li><li>Relocation assistance </li><li>Work in <a href="https://www.youtube.com/channel/UCubHdUy_4Y9UOaEinJmW4Xg" rel="nofollow noopener noreferrer" target="_blank">Juneau</a>, where meaningful work meets stunning nature with mountains, trails, and ocean right outside your door. </li></ul>Why You’ll Want to Work with Us  Employee satisfaction and growth are important to us! We are committed to helping employees dedicate part of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities. <a href="https://www.hansengress.com/careers/#quotes" rel="nofollow noopener noreferrer" target="_blank">See what else our current employees have to say.</a>      Hansen Gress is committed to equal treatment and opportunities for all employees and job applicants. We are dedicated to building an inclusive and diverse company and have no tolerance for discrimination or harassment. We strive to provide meaningful opportunities for all, particularly those who have been traditionally marginalized in tech fields. Powered by JazzHR

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Supervisor, IT Support TriWest Healthcare Alliance

L3 MSP Technician MSP Hire, Inc.

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