IT Technical Support III
Full Time
Mountlake Terrace, WA
$56,900 - $91,000 a year
Posted
Job description
Join Our Team: Do Meaningful Work and Improve People’s Lives
Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.
To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.
Forbes ranked Premera among America’s 2023 Best Midsize Employers
because we are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!
As an IT Technical Support III, you are accountable for the end-to-end technical support for customers and the physical campus. This role troubleshoots and resolves critical issues that frequently do not have standard operating procedures. The ideal candidate has advanced technical troubleshooting and support skills, is highly motivated toward continual improvement, excellent customer service, and effectively uses communication and collaboration skills to coordinate critical issues to resolution. Join us as our approach to technical support is evolving to accelerate our digital experience and enable a hybrid workforce and modern workplace.
This is an on-site position at our Mountlake Terrace campus, working Monday through Friday.
What you’ll do:
- Provide end-to-end technical support for customers and the physical campus.
- Lead the identification, diagnosis, troubleshooting and resolution of issues and events including software, hardware, network, security, platform, configuration management database, and website.
- Configure, deploy and troubleshoot Premera software & hardware (desktops, laptops, thin clients, headsets, webcams & other peripherals) for new and existing employees.
- Assist with the management of CMDB and Service Mapping to ensure an up-to-date and hierarchal view of the environment is continually available.
- Create and drive standards for classification, priority, and documentation for all issues into the ticketing system
- Create and drive troubleshooting guides to successfully support customers effectively and accurately
- Drive continual improvement in team processes, troubleshooting, and customer service
- Proactively identify and escalate widespread and urgent issues that impact our customers
- Use and enhance automation tool/scripts such as PowerShell to drive efficient troubleshooting across the Technical Support teams.
- Oversee, create, and execute Operational Acceptance and User Acceptance Testing for the Technical Support teams.
- Take escalated service incident and outage issues and work to de-escalate owning through resolution
- Create proactive solutions for problems to drive to resolution across engineering and support teams
What you’ll bring:
- A minimum of 3 years’ experience supporting customers or related experience (required)
- Must obtain and sustain an IT Support certificate such as A+ within 12 months of hire (required)
- Advanced troubleshooting skillset
- MAC IOS proficiency preferred
- Experience mentoring and training more junior tech support
- Experience working with automated scripting tools, such as PowerShell
- Experience with ServiceNow preferred
- Experience in technology monitoring and observability
- Ability to audit, train and lead request and issue resolution activities in Technical Support teams
- Advanced customer service skills supporting end-users to resolve technology issues.
- Ability to exercise good judgement and make data driven decisions
What we offer
- Medical, vision and dental coverage
- Life and disability insurance
- Retirement programs (401K employer match and pension plan)
- Wellness incentives, onsite services, a discount program and more
- Tuition assistance for undergraduate and graduate degrees
- Generous Paid Time Off to reenergize
- Free parking
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.
The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.
National Plus Salary Range:
$56,900.00 - $91,000.00
- National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.
blackflymedia.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blackflymedia.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, blackflymedia.com is the ideal place to find your next job.