Des Moines, Iowa
Lead Technical Support Specialist Job Opening in Des Moines, Iowa - The Lead Technical Support Specialist is responsible for ensuring proper computer, network and telephony operation so that BRIDGE Healthcare Partners, their Clients, and partners are able to accomplish business and clinical tasks.
It is the Lead Technical Support Specialist?s responsibility to act as an escalation point for the Triage Specialist (Level 1) in the resolution of trouble tickets. This includes receiving, prioritizing, documenting and actively resolving end user service desk requests within Service Level Agreements. The Technical Specialist is also responsible for working closely with all other departments in the implementation of various technology projects as well as in the resolution of trouble tickets.
The Lead Technical Support Specialist works within the Services and Support team and reports to the Director of Client Services. This position is an advocate in the overall culture, vision and values of BRIDGE.
RESPONSIBILITIES:
Act as a mentor and provide oversight, coaching, and training to onsite support staff
Provide direct supervision of regional Helpdesk staff which may include: recruitment, evaluation, promotion, and disciplinary actions
Act as an onsite point of escalation for Client
Plan, direct, and coordinate information technology help desk projects including but not limited to: the maintenance of hardware and software, upgrades to hardware and/or software
Build rapport and elicit problem details from end users
Prioritize and schedule problem resolution. Escalate problems when required and appropriate
Record, track, and document the service desk request problem-solving process within the support desk application
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Perform remote fixes at the desktop utilizing remote access or shadowing technologies
Evaluate documented resolutions and analyze trends for recommendations to prevent future problems
Mentor and train end users on the proper use of technology as it relates to their work
Apply diagnostic utilities to aid in troubleshooting
Complete, track, and report out on projects
Identify and learn appropriate software and hardware supported by BRIDGE
Coordinate vendor maintenance and scheduling of third party maintenance (such as printers and copiers)
Coordinate with vendors and other third parties on issue resolutions
User administration of telephony systems, mobile devices, and online accounts (i.e. conferencing and insurance web sites)
Perform post-resolution follow-ups to support requests
Facilitate IT department procurement of supplies, hardware, and software
Participate in on-Call and off-hours rotation
Promote and maintain communication with BRIDGE leadership, clients, partners, and vendors
Other duties as assigned
MINIMUM QUALIFICATIONS, SKILLS AND ABILITIES:
Associates Degree in the field of technology with a minimum of 5 years of relevant work experience or an equivalent combination of education and experience with relevant industry certifications
Previous experience working within a ticketing system
Previous hardware and software desktop support experience
Knowledge of current operating systems and networking protocols
Previous experience with Active Directory and Citrix
Familiarity with basic end user network troubleshooting
Familiarity with e-mail, web, and database technologies to support end user troubleshooting
Proficient technical skills, including: ability to troubleshoot products, use MS Office applications, and webinar software
Ability to work well under pressure
Demonstrated problem-solving and analytic abilities
A commitment to providing superior customer service and customer satisfaction for all of BRIDGE, its clients, and partners
Ability to explain complex technical concepts in language that is understandable to clients, peers, and management
Capacity to review, identify and implement improvement opportunities where enhanced processes, technology or efficiencies can be applied
Ability to strategically manage multiple projects simultaneously and meet deadlines
Excellent interpersonal, verbal, and written communication skills
Sound facilitation, consensus building and conflict resolution skills
Ability to work both collaboratively and independently
Willingness to travel locally and nationally as necessary (< 10%)
Ability to work flexible hours with occasional weekends and evenings
If driving for company business, must have valid driver?s license and state required insurance coverage
Knowledge of troubleshooting VoIP technologies preferred
Network Plus Certification a plus
Job Type: Full-time
Required experience:
Technical Support: 5 years
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