Tech Support Analyst

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., * 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.

• 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, Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

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 non-regular 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 on-call responsibility

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
• 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 time

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 $60,000 - $64,000 per year.

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.