Technology Call Center Tech II

Beacon Health Options
Reston, VA
Mar 20, 2017
Mar 21, 2017
Customer Service
Full Time
Position Location: VA - Reston Scheduled Weekly Work Hrs: 40 AAP Reporting Location: VA - Reston Workday Schedule: Variable Work Schedule ID: 51352 Workday Start Time: 7 am Job Family: Information Technology Workday End Time: 6 pm Functional Area: INFORMATION TECHNOLOGY Variable Work Schedule: rotating every other week M - F 7 am to 4 pm, then Monday's 8 am to 5 pm and T-F 9 am to 6 FTE Status: Full time ABOUT THE POSITION We are currently seeking a dynamic Technology Call Center Tech II to join our team at our office in Reston, VA . The Technology Call Center Tech II will be responsible for 2nd tier technical diagnosis and solution support to end user for PC, server, telecom, and mainframe applications and hardware. Independently analyzes problems that the 1st tier technology call center support is unable to resolve. Simulates or recreates user incidents to resolve operating difficulties. Recommends systems and process modifications to reduce user incidents and resolves issues utilizing the first call resolutions protocol. Position Responsibilities: Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve intermediate to highly complex technical problems within required time and productivity standards. Applies intermediate to expert level skill set and knowledge of the issue tracking system software which includes: creating/editing/reassigning TCC tickets, application security access requests (ESAR), creation and editing of customer profiles, ability to navigate within the system, query tickets and customer profiles. This includes escalation and completion of Priority One tickets. Regularly monitors all automated issue tracking queues to ensure all tickets have been addressed and routed appropriately. Applies intermediate to expert knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Applies a thorough knowledge of the change management proves to determine if the issue needs submitted through that process for approval before any action can be taken. Applies intermediate to expert knowledge of TechHelpConnect systems reporting capabilities and functionality. Prepares and distributes daily, weekly, or monthly reports to applicable teams/users as requested by management. Serves as a mentor to the Tech I staff. Regularly meets with other IT support groups, TCC management, or TCC Team Lead to discuss additional troubleshooting and issue resolution skill set and potential training opportunities. Applies expert knowledge of and adherence to all documented processes concerning Beacon Health Options procedures such as, The Priority One Process, Global Communications, Ticket Escalations, Service Level Agreements, etc. Understand and complies with the Monthly Call Center Metric which include: First Call Resolution, Ticket to Call Ratio, NICE Score, Average Talk Time, and Ticket SLA. Communications details of all SLA deficiencies to manager in a timely manner. Create and deactivates user and application accounts within assigned SLA's. Process security access requests as dictated by Corporate Security polices and best practices. Resets passwords on multiple system platforms in a timely manner to ensure that business needs are met. Consistently adheres to documented technical policies and procedures regarding incident response such as Priority One, Global Communications, Ticket Escalations and Service Center Agreements. Assists in training and mentoring of Tech I employees in all facets of TCC operational policy and procedures, as well as in the resolution of technical issues. Tests software applications/systems in a test environment in order to identify, diagnose and resolve issues prior to implementation for the user community. Maintains up-to-date knowledge of all hardware, software applications and operating systems currently in use through self-learning, in-house training, and/or applicable coursework. Required to rotate after-hours and on-call duties Performs all other duties and works on special projects as assigned. Position Requirements: Education : High School Diploma/GED required. At least two or more years of college/trade school coursework in Computer Science or related field preferred. Licensure : Desired Certifications: MCDST MCSA MTA Help Desk Institute A+ Relevant Work Experience: At least 4 years of progressively responsible technical help desk experience is required. A Bachelor's degree in a technical/computer field can substitute for the 4 years of progressively responsible technical help desk experience. Knowledge, Skills & Abilities : Analytical and problem solving ability Interpersonal communication skills Verbal and written communication skills Group presentation and public speaking skills Collaboration and team-oriented work philosophy Ability to work in a fast paced environment with strict deadlines Software MS Office (Word, Excel, Outlook, PowerPoint, Project) VOI Applications MS Outlook Citrix/VPN Remote Access Hardware Printers Desktop Laptops Telecom Blackberry Unix (preferred) AS400 (preferred) Cell phones Databases Oracle DB/2 SQL MS Access Active Directory Operating Systems Windows Windows XP TO APPLY Click below on "Apply for this Position" to create a profile and apply for the position Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled $NFD #CB PM16 PI97135851

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