Tech Support Analyst

at  TriWest Healthcare Alliance

PROFILE

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, TN, TX, UT, VA/DC, *WA, WI & WY only).
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

Under direction (close or minimal 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.

IT’S WHO WE ARE. IT’S WHAT WE DO.

Do you have a passion for serving those who served?

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.

We’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:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer tim