Technical Support Analyst Sr at TriWest Healthcare Alliance in Phoenix, Arizona

Job Description:

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!!

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

Job Summary

Functions as a technical support resource and subject matter expert (SME) for the resolution of moderate to complex desktop, and application issues. Mentors less-experienced Information Technology personnel. Develops solutions to complex problems that require innovative thinking with broad impact on TriWest's desktop, and application performance. Executes more complex IT support issues and accepts and resolves escalated support issues referred by less-experienced Information Technology personnel. Installs and maintains desktop systems and equipment to ensure systems meet business objectives. Applies knowledge of industry best practices relating to incidents and problems for more efficient operations. Provides recommendations to leadership on ways to organize and streamline incident and problem management processes. When called upon by the IT Support Manager, acts as an owner of high impact issues to ensure timely resolution of the issue to ensure operational and contract compliance.

Education & Experience

Required:

• High School Diploma or GED
• 3 years' technical support 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
• Strong knowledge or experience in Information Technologies (IT) with broad background (Systems, Network, Desktop)
• Strong knowledge in operating systems, various hardware, desktop deployment and networking
• Experience in analyzing operations, including project management through implementation and support of special projects

Preferred:

• Bachelor's degree in Business, Computer Science, Engineering or related field, or equivalent combination of education and experience
• Microsoft Certified Professional or equivalent experience
• Microsoft Certified System Engineer (MCSE) or equivalent experience
• Knowledge or certification in IT Infrastructure Library (ITIL)

Key Responsibilities

• Function as technical resource and SME for complex desktop problems.
• Interface with departments on reported issues and needs.
• Take active steps to resolve customer issues and needs.
• Assist in change management efforts to proactively prevent issues from re-occurrence.
• Interpret business issues and engages IT support in line with common industry best practices, including escalation processes, diagnostic techniques, and reporting requirements.
• Streamline issues resolution by identifying opportunities and recommending new tools and/or processes.
• Design and recommend processes based on analysis of projects and system/application requirements that reduce calls for IT support.
• Monitor production systems and network to ensure network and system efficiency using monitoring and analysis of incidents.

• Install and maintain desktop systems and equipment to ensure systems meet business objectives.
• Design, develop, and implement operating system and applications, images, for desktop (desktops, laptops and tablets) to meet TriWest security requirements.
• Review complex networks and systems for standards compliance.
• Lead major upgrades or conversion efforts as it relates to Production Control processes and packages.
• Review recovery instructions and other documentation for accuracy, completeness, and compliance with standards.
• Perform other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

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.

Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Independent Thinking / Self-Initiative: Critical thinking with ability to focus on things which matter most to achieving outcomes; commitment to a task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

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: Extensive knowledge of use of software and hardware to troubleshoot problems, gauge desktop performance, measure utilization, and trace data and protocol activity; Microsoft server principles and support; data communication design and support; desktop security standards for system access; IT Infrastructure Library (ITIL) principles and support, including the use of ITIL recommended Incident Problem Management and Change Management; ability to diagnose & troubleshoot technical/business issues; presentation skills; knowledge of contingency plans for systems failures (software and hardware) including scheduled and unscheduled outages; performance metrics; knowledge of software upgrades process; knowledge of system testing protocols; proficient with complex schedules and working with external entities.

Working Conditions

Working Conditions:

• Works non-standard hours as required
• On-call rotation to provide technical support to Service Desk staff and/or end users for urgent needs
• Works within a standard office environment, with limited travel

Company 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.

Benefits

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 time

*Annual base salary for Colorado, Hawaii and Washington State residents: $63,000 - $71,000 depending on experience*

Equal Employment Opportunity

TriWest 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 cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions 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.