Tech Support Analyst

Based in Phoenix, AZ with remote capability, this role offers a competitive annual salary of $60,000 to $64,000. A minimum of 2 years of customer service experience and a High School Diploma or GED are required. The position focuses on desktop hardware and software troubleshooting, user support, and service desk ticket resolution within TriWest's remote-capable desktop environment.

Benefits and culture

TriWest supports its team with a comprehensive benefits package and a purpose-driven culture. The organization emphasizes taking care of our nation’s heroes and fostering an inclusive environment that values diverse perspectives and backgrounds.

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan with matching
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Responsibilities

• Serve as a technical resource and subject matter expert for the resolution of routine to moderate desktop problems.
• Consistently follow standard troubleshooting steps to resolve issues.
• Document and evaluate incidents and problems across the desktop environment.
• Execute routine tasks and address escalated support issues from end users.
• Answer Help Desk calls to the Service Center about 60% of the time.
• Work on and resolve open Service Desk tickets about 30% of the time.
• Support other technical activities about 10% of the time.
• Interface with client departments on desktop issues.

Requirements

• Remote work opportunities restricted to AK, AR, AZ, CO, DC, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA, WA, WI, WY
• US Citizenship required
• Must be able to receive a favorable interim and adjudicated final Department of Defense background investigation if assigned to TRICARE contract
• Personal computer, Microsoft Server, networking and operations experience
• Experience in analyzing operations, including project management through implementation and support
• High School Diploma or GED
• 2+ years of customer service experience

Technologies

• Microsoft Windows (desktop operating systems)
• Microsoft Server
• TCP/IP
• VMware View / Virtual Desktop

Working conditions

• Availability to work non-regular hours
• Works within a standard office environment, with limited travel for maintenance and moves
• Ability to lift objects up to 50 lbs
• Participates in rotation of on-call responsibility

Equal Employment Opportunity

TriWest is an equal employment opportunity employer. We are proud to foster an inclusive work environment and believe that a diverse team strengthens our success. We encourage candidates from all backgrounds to apply. Applicants are considered on merit and without discrimination.