IT Service Desk Team Lead

1 month ago

Oklahoma City, United States GLOBALHEALTH HOLDINGS LLC Full time
Job Details

Job Location
GlobalHealth OKC - Oklahoma City, OK

Position Type
Full Time

Education Level
4 Year Degree

Travel Percentage
None

Job Shift
Day

Job Category
Admin - Clerical

Description

WHO WE ARE:

GlobalHealth is a fast-growing Medicare Advantage HMO health insurer. We aspire to be the employer of choice in our industry, attracting and retaining a highly talented workforce. Our passion isGenuine CareandOptimal Healthfor the members we serve. We are unique by providing high touch, high value and a partnership to our members. We go above and beyond to provide personalized, engaging, and responsive services to our members. We work hard to offer affordable health insurance coverage with the benefits people truly want and need. It is our hope to be more than just a health insurance company we want to be long-term partners with our members. We are looking for future employees who exude our core values of taking accountability through ownership, being driven, innovative and who have a passion for continuous learning.

WHO YOU ARE:

Responsible for the execution of the initiatives that improve the service desk SLA compliance. Design plans to enhance the delivery of Service Desk initiatives. Serves as an SME (Subject Matter Expert) for any software, hardware, and network support related to incidents and requests that Level I & II User Support analysts cannot resolve due to complexity and/or knowledge. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.

ESSENTIAL JOB FUNCTIONS:
  • Must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.
  • Facilitates the process of escalation, if necessary, in the management of incidents, identifying and including key personnel for resolution and documenting the steps and actions taken. Escalates and contacts other IT (Information Technology) units, suppliers, and business units, as necessary.
  • Give support and guidance to your level 1 and level 2 work group, as well as your supervisor and manager.
  • Resolves incidents and requests from clients that the User Support Analyst Level I (SDI) cannot deal with due to timeframe, complexity, and knowledge.
  • Performs testing of any new application and/or hardware before it becomes standard for the company.
  • Implements any new application and/or hardware once it has been tested and approved.
  • Creates, qualifies, and keeps updated images for different devices and areas of the business.
  • Support enterprise conferencing and teleconferencing as needed.
  • Prioritizes, responds, and follows up on issues reported by end-users based on operational needs.
  • Initiates and resolves complex technical issues and escalates, as necessary.
  • Performs desktop-level fixes, including installation, upgrades, and configuration of systems and applications.
  • Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end-users, and recommend and implement hardware corrective solutions, including off-site repair as needed.
  • Tests solutions and performs post-resolution follow-ups to ensure issues have been properly resolved.
  • Collaborates with other IT team members to analyze and respond to technical issues and participate in training sessions for continued growth.
  • Communicates software issues to software development and support teams as required.
  • Logs, tracks, and documents the problem resolution process in the Service Desk request through to the final resolution.
  • Contributes to the documentation of technical requirements and specifications.
  • Performs research analysis as requested, and identifies, and evaluates trends following management requests.
  • Serves as liaison with Analyst Support User Level I (SDI), and any other support areas.
  • Provide support for IT initiatives as needed within IT units.
  • Evaluates, configures, and installs applications, and operating systems, such as PowerMHS, and MS Office, among others. Install telephone equipment, as requested.
  • Repairs computerized equipment, such as PCs, laptops, and printers, among others, and recommends upgrades and parts to replace equipment. In addition, coordinates support for equipment warranty claims.
  • Assists Service Centers on all applications, operating systems, and computer equipment requests.
  • Assists the Systems Administrator and Telecommunications Specialist in the evaluation, configuration, and installation of applications and equipment.
  • Keeps the Service Desk unit informed of new implementation and technologies.
  • Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our industry, to maintain appropriate business and employment practices.
  • May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
Qualifications

EDUCATION AND EXPERIENCE:
  • Education and Experience: Bachelor's Degree in Computer Science or areas related to Information Systems.
  • At least six (6) months to one (1) year of experience in computers, software, hardware, Microsoft, and telephony. OR Associate's Degree or sixty (60) to sixty-four (64) college credits in Computer Science or areas related to Information Systems.
  • At least one (1) year of experience in computers, software, hardware, Microsoft, and telephony or three (3) of experience instead of.
  • Certifications/Licenses: A+, Network+ ITIL is preferred
  • Other: ITIL, ITSM, knowledge in LAN connections and repairs of PCs, Printers, Copiers, and Faxes. Knowledge of Windows platform, MS Office
KNOWLEDGE, SKILLS AND ABILITIES:
  • Knowledge of Microsoft Office programs including Word, Excel, and Outlook
  • Proven ability to work independently or as a member of a team.
  • Excellent organizational (monitoring, and reporting).
  • Ability to work collaboratively with colleagues and staff to create a results-driven, team-oriented environment.
  • Solid analytical and technical skills.
  • Able to use all related hardware and software (Word, Excel, PowerPoint, Outlook)
  • Ability to manage priorities and workflow.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Proven ability to handle multiple projects and meet deadlines.


WORK ENVIRONMENT:

Usual office working conditions. Adequate illumination and temperature (air-conditioning). Minimum Physical Activity - Sedentary work, sitting most of the time. Exerts up to 10 lbs. of force Occasionally. Occasionally stand up and walk. Easy and simple movement. Minimum handling of light material and tools and comfortable working conditions. Accurate visual activity necessary to prepare and correct documents or products, constantly read electronic mail or operate machinery. Work environment must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy. This position will also be required to use reasonable and necessary safeguards to protect GlobalHealth records from unauthorized access, disclosure or damage and will adhere to all GlobalHealth privacy and security policies.

TRAVEL:

May require limited travel for offsite meetings or training

SUPERVISORY RESPONSIBILITY:

This position has no supervisory responsibility but does encompass a team lead to assist with daily activities.

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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