Technical Support Supervisor

1 week ago

Washington, Washington, D.C., United States MicroHealth, LLC Full time
Job Description

Position: Technical Support Supervisor


The Technical Support Supervisor is accountable for directing the customer assistance team to deliver exceptional service and address all technical challenges. This role involves overseeing the support staff, acting as a Subject Matter Expert on user accounts, MED applications, the Service Now ticketing system, and asset management.

Key Responsibilities:

  • Lead the support team, providing expertise on user accounts, MED applications, and the Remedy ticketing system.
  • Ensure prompt and accurate customer service.
  • Maintain and enhance knowledgebase resources, including guides and templates.
  • Actively engage in improving customer support by addressing inquiries and resolving complaints, while following up to identify improvement opportunities.
  • Establish best practices throughout the technical support process.
  • Generate monthly reports on the productivity of the support team.
  • Assist both office and remote users via the Remedy ticketing system, escalating issues to the appropriate teams as needed.
  • Track work items and project tasks using Azure DevOps.
  • Manage Windows Server 2019 virtual machines hosted in AWS.
  • Configure and oversee Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS).
  • Conduct vulnerability assessments using Tenable, analyze results, and address vulnerabilities to ensure system compliance.
  • Troubleshoot access issues and implement network security policies, including application security and data protection measures.

Qualifications:

  • Exceptional verbal and written communication skills, with the ability to interact effectively with customers, colleagues, and management.
  • A minimum of 5 years of experience in IT customer support through a help desk or service desk model.
  • Proficient in troubleshooting a variety of IT issues.
  • Familiarity with ticketing systems and a solid understanding of Microsoft operating systems (Windows 10) and applications (Office 2016, O365).

Required Clearance: A Secret clearance is necessary for this position.

Physical Demands: The role requires regular sitting, frequent walking, and the use of hands for handling tasks. The employee may occasionally need to stand. Specific vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus.

Company Overview:

At MicroHealth, we specialize in addressing critical IT needs for federal partners within the dynamic federal health IT sector. Our efforts include assisting the Army with medical simulation training to enhance battlefield care and streamlining data access for healthcare providers at the Department of Defense and Veterans Affairs.

We seek innovative problem-solvers eager to collaborate and make a significant impact in federal health IT. Our work environment fosters both productivity and camaraderie, and we are proud to be recognized as a Top Workplace.

MicroHealth is a Service-Disabled Veteran Owned Business (SDVOSB) and a Small Business Administration (8a) firm.

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