Schedule includes shared rotation of company Holidays. Oversees and provides daily leadership for IT Service Desk Analysts for assignment of daily activities, attendance and general technical support. Provides proactive incident and problem analysis, routing and tracking of service requests, desktop PC support, and related activities. Serves as point of contact between IT and other MVP Health Care business units. Performs scheduled phone support shifts, comprising a significant portion of the workweek; provides desktop PC maintenance, problem analysis, and related projects for the remaining time. Proactively investigates incidents to determine root cause and works with IT specialists to develop, test, and implement permanent solutions. Contributes to department and company goals and standard monthly individual goals. Monitors systems availability in accordance with Service Level Agreements and applies escalation and notification policies appropriately. Creates procedural documentation and training materials. Trains coworkers on IT systems and procedures. Performs other duties as assigned.
Associate s degree in Computer Science/related field or equivalent combination of education and experience.
"4 years Help Desk/Call Center experience. Minimum 2 years phone support experience. Comp TIA A+/N+, Microsoft MCP/MCDST, HDI Help Desk Analyst or similar certification.
"1 year as a team leader or in similar leadership role required.
"Remedy, Peregrine or similar trouble ticket application experience.
"Extensive hands on experience maintaining HP Compaq (or similar) desktop equipment in an enterprise environment.
"Experience installing,configuring and troubleshooting Window XP or 7, Microsoft Office, Remedy, Citrix and VPN clients, Norton Ghost and related applications.
"Strong customer service, interpersonal, written and verbal communication skills required.
"Ability to perform routine desktop maintenance activities.
"Highly motivated to work in a team-oriented environment with minimal direct supervision.
"Ability to adapt to changing work priorities in a fast-paced environment while maintaining a positive, professional attitude.
"Experience working in an ITIL Service Support environment strongly preferred.
MVP Health Plan covers about 650,000 most valuable people. Also known as MVP Health Care, the company provides health insurance and employee...