IT Technical Support Specialist IV

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

1145 Broadway, Suite 700, Tacoma, WA 98402Position Purpose: Provides lead level support on on-site and remote technical support to end users and site IT infrastructure (including network, print, audio/video and office setup) by troubleshooting hardware and software problems. Provides expertise in analyzing events and applies expert technical knowledge following established procedures and standards to resolve immediate end user needs. Installs software, updates, and upgrades on the computers and workstations on the network.

• Leads the process for hardware delivery and setup; customize systems for unique end user needs
• Oversees the analysis, testing, and debugging of computer systems
• Provide second level support for laptop/desktop break-fix assistance and remote desktop support
• Supports operating systems, applications, security services, and hardware issue resolution for users (Android OS, iOS, Mac OS, Windows OS)
• Resolves technical issues with Local Area Networks (LAN) and Wide Area Networks (WAN)
• Meets and reviews with IT Infrastructure teams to setups and maintain existing infrastructure environments and assist with local changes
• Determines the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
• Performs data transfer and manages imaging operations
• Reports to users and management on status, resource needs, and projected outcomes of service tickets
• Provides end user training and education
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a High School diploma or GED
Requires 4+ years of related experience. May require vocational or technical education in addition to prior work experience.
Vocation or technical education may include additional on-the-job training or continuous learning education
Technical Skills:

• One or more of the following skills are desired.
• Experience with Other: ServiceNow or equivalent ticketing tool
• Knowledge of Other: Technical knowledge of laptop PCs, virtual workstations, Windows OS, Apple iOS and Networking
• Knowledge of Other: Understanding of Active Directory, Networking, Voice, WiFi and IT infrastructure; able to coordinate with vendor or internal IT team to troubleshoot issues related to network and voice
• Cisco AV experience

Preferred Skills:

• Advanced Audio/Visual Equipment
• Advanced Hardware & Device Management
• Advanced Remote Support, Troubleshooting, & Root Cause Analysis
• Advanced M365 Ecosystem Experience
• Intermediate Problem & Knowledge Management
• Intermediate Knowledge of Active Directory
• Intermediate Ticketing, Asset Inventory, & Reporting Systems
• Advanced Verbal & Written Communication
• Advanced Stakeholder Engagement
• Advanced Time Management and Prioritization
• Advanced User Training
• Advanced Coaching & Mentoring
•  Avixa CTS
•  CompTIA A+
•  ITIL v.4 Foundations
•   CompTIA Project+
•  HDI Support Center Team Lead (HDI-SCTL)

Soft Skills:

• Beginner - Demonstrated customer service skills
• Beginner - Demonstrated interpersonal/verbal communication skills

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act