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Project Lead Information Technology Support Specialist (Deskside Services)

Company: Centene Corporation
Location: Maricopa
Posted on: December 25, 2019

Job Description:

Position Purpose: Provide second-level remote support of customers’ software and minor operating system modifications requests. Investigate, research, and resolve complex IT issues Respond to requests and document tickets in Service Now following Centene’s Information Technology policy and procedures Perform software installations, upgrades, and configure customer-specific software Review team’s current processes and recommend process improvements. Update installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams Monitor service level agreements, perform scheduled departmental audits, and report findings to management Identify training needs, develop and implement standardized processes in collaboration with management to improve software performance and customer service Act as a technical resource for Information Technology senior support specialists, support specialists, and coordinators Function as the team lead on departmental and company-wide projects and initiatives Provide metrics for projects and communicate findings to business partners. Track project progress in SharePoint and attend change review boards to minimize risk to production Collaborate with senior members of the team to formulate timelines and resource assignments for projects Collaborate with business partners and Information Technology departments on project criteria and goals Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Function as the team lead on department-wide projects/initiatives Act as a technical resource for other IT Support Specialists. Education/Experience: High School diploma or equivalent. Bachelor's degree in Computer Science, MIS or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems, SCCM, Altaris, SMS, and ServiceNow experience a plus. Mac experience a plus. Preferred items: Previous experience in a lead or supervisor position Efficiency in using Microsoft Office products, specifically the effective ability to utilize Excel for tracking/reporting projects; efficiency in Visio is a plus Previous project management experience, including the development and progress tracking of detailed project plans Previous experience supporting and building cohesive relationships with C-Level executives Basic knowledge of network infrastructure/topology 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.

Keywords: Centene Corporation, Maricopa , Project Lead Information Technology Support Specialist (Deskside Services), Other , Maricopa, Arizona

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