Tech Support Analyst - Closing Shift

**Profile** ----------- Schedule will be the closing shift: 9am to 6pm Hawaii Time (12noon to 9pm Pacific Time). Preferred candidate will be in Hawaii, or willing to work the closing shift indefinitely (no shift bids to change schedules) Position is Remote (Work from Home) and we offer remote work opportunities in the following locations ONLY 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 Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. Veterans, Reservists, Guardsmen and military family members are encouraged to apply! **Job Summary** Under direction (close or minimal DOE), performs technical, administrative and professional support of TriWest's desktop computers and attached peripherals. Performs preliminary analysis/troubleshooting, system monitoring of desktops solutions, daily maintenance, and support. Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems. Solves routine problems of moderate scope and complexity following established policies and procedures. Develops solution to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance. Applies expertise with troubleshooting the following: Customer Support desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop and network printers. Functions with knowledge of: Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security. **Education \& Experience** **Required:** * High School Diploma or GED * 2\+ years of customer service experience * U.S. Citizenship – if assigned to TRICARE contract * Must be able to receive a favorable interim and adjudicated final Department of Defense (DoD) 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 **Preferred:** * Associates Degree (AA or AAS) in Business, Computer Science, Engineering or related field or equivalent combination of education and experience * A\+, Helpdesk, or Microsoft Certified Desktop Support Technician * 2\+ years technical experience with telephone systems/software **Key Responsibilities** * Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems. * Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems. * Executes