Inserso's success over the years has been a direct result of its outstanding motivated employees. Inserso employees take pride in their work and enjoy seeing the positive results of their work efforts.  You will have the ability to make a difference for yourself, our customers and Inserso!  Please email, fax, or mail your cover letter and resume to:

jobs@inserso.com
703.642.6663 fax
1900 Gallows Rd, Suite 750
Vienna, VA 22182

We want to hear from candidates directly, recruiters please do not contact us.  Inserso is an Equal Opportunity Employer.

Open Positions

Job Details
ID 20551 
Title Senior Tier 1 Lead 
Location San Antonio, TX 
Description

Position Description:

The Senior Tier 1 Lead will directly supervise Tier 1 Team Leads and carry out supervisory responsibilities in accordance with the organization's policies. They will be responsible for interviewing, hiring, and on-going training of their Team. They will be involved in: planning, assigning, directing, scheduling work, completing performance evaluations, addressing complaints, resolving problems, and rewarding/disciplining employees. They will ensure all service level metrics requirements are achieved and provide desktop support to remote users while possessing top notch communication skills. They must have the ability to multitask in a fast-paced team environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately. They must have in-depth knowledge of the policies and procedures of supporting Army, Navy, and Air Force customers. This position requires an ongoing desire to acquire new skills to ensure technical competency.

Job responsibilities and duties include:

  • Provide prompt and courteous customer service
  • Create, update, monitor, and assign Remedy tickets
  • Perform remote diagnostics and troubleshoot client workstations
  • Perform DoD Enterprise Email and mobile device support as needed
  • Travel, as needed, to sites
  • Manage work assignments and staffing/scheduling of employees
  • Work with site IMD staff and GSC/DHA staff to resolve connectivity issues with Remedy, Terminal Servers, and telephone system
  • Able to work in a 24/7/365 environment including holidays and rotating on-call
  • Mentor and improve Tier 1 Technician’s abilities
  • Provide information on organization policies and procedures
  • Manage multiple queues of trouble tickets based on established priorities
  • Handle major incidents that cannot be resolved by agents
  • Enforce escalation processes 
  • Prepare and send reports of various topics to company and government leadership 
  • Monitor and interpret service desk reports and other related administrative activities
  • Ensure that all required service level metrics are achieved by the Service Desk Team
  • Interact with the QA team to identify and address performance issues
  • Collaborate with local IMD and the KM team to ensure shared knowledge is accurate
  • Review and approve time sheets and requests for time off
  • Coordinate with other Service Desks on incident handling and routing procedures
  • Work with the GSC Functional Service Desk on integration of processes, technologies, and continuous improvements
  • Possess in-depth knowledge of the MEDCOI/MJAD migration effort and coordinate issues with the migration team

The candidate should also:

  • Keep up-to-date technically and apply new knowledge to their job
  • Analyze information and evaluate results to choose the best solution to solve issues
  • Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Be able to resolve most of the customer service technical issues within the policies and guidelines provided
  • Ensure the continuous improvement and effectiveness of the Service Desk by developing, promoting, and ensuring that processes are regularly re-evaluated and implemented
  • Identify improvement initiatives such as process development, knowledge base articles, support documentation, and training
  • Help employees address and resolve a wide variety of concerns and complaints as well as personnel issues they may encounter
  • Perform the duties as a Tier I Level II Agent as needed

Required Skills:  

  • Must be a U.S. Citizen
  • CompTIA A+ CE, Network+ CE, or Security+ CE certification 
  • Microsoft Certified Professional (MCP), Microsoft Certified System Engineer (MCSE), Microsoft Certified Desktop Support Technician (MCDST), or Help Desk Institute Desktop Support Technician (HDIDST) 
  • ITIL Foundations v3 certification
  • 10 years of experience with Clinical Applications (i.e. AHLTA, CHCS, ESSENTRIS, CCE, MAPS, CDA, S3, WWAS, MHS PPT, SRTS) 
  • 8 years supervisory experience in a medical help desk/desktop support environment
  • Holds a successfully completed NACI or NACLC investigation 

Preferred Skills:

  • 2 or 4-year degree preferred
  • 3 years of experience with supporting Army, Navy, and Air Force Medical Treatment Facilities
  • Experience/Familiar with Active Directory
  • Experience/Familiar with Remedy trouble ticketing system to track trouble calls to final resolution
  • Knowle 

Senior Tier 1 Lead

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EEO Statement

Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.