Note: The job is a remote job and is open to candidates in USA. TriWest Healthcare Alliance is dedicated to serving America's heroes by connecting them to healthcare in the community. They are seeking a Tech Support Analyst to provide technical, administrative, and professional support for desktop computers and peripherals, troubleshoot issues, and maintain systems. The role requires expertise in customer support and desktop hardware and software solutions.
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
Skills
- 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
- 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
Benefits
- 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
- Frequent pay raises
- Overtime opportunities to earn even more
- Recognition and reward programs
Company Overview