• Consistent achievement of team-level support KPIs, including response times and resolution rates • A highly skilled and motivated support team that consistently delivers excellent customer service • Efficient and accurate resolution of escalated technical issues, minimizing customer impact • Contributed to an expanded and improved self-service knowledge base and internal documentation • Positive customer feedback and high satisfaction scores from interactions with the team • Provide technical guidance and mentorship to a team of Technical Support Engineers • Oversee the daily queue management, ensuring efficient ticket distribution and adherence to SLAs • Act as an escalation point for complex technical issues, providing hands-on troubleshooting and solutions • Conduct regular 1:1s and performance reviews, offering constructive feedback and development plans • Identify training needs and organize sessions to enhance the team's technical skills and product knowledge • Contribute to the creation and improvement of knowledge base articles and internal documentation • Monitor key support metrics and identify trends to proactively address potential issues • Collaborate with engineering and product teams to represent customer issues and advocate for solutions • Participate in on-call rotations or provide extended hour support as required • Hands on working complex cases and key strategic cases. **Champion a positive team environment focused on collaboration and continuous learning

• Document problems, complete problem tickets, and request information in the support tools. • Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques. • Effectively manages call workload. • Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements. • Collaborate well in a team environment.

• Design and implement cloud, infrastructure, security, and modernization projects • Deliver proactive and reactive support across Netsurit's client base • Perform infrastructure and security assessments with clear recommendations • Build and maintain high-quality client documentation • Own and contribute to: Incident Management, Problem Management, Service Requests, Change Management • Apply ITIL and ITSM best practices • Work extensively with Microsoft 365 / Office 365, Microsoft Azure, VMware and Hyper-V, Identity, security, backup, and resilience solutions • Secure hybrid and cloud environments • Ransomware and malware protection strategies

Role Description Serve as primary source for policy, procedure, knowledge transfer, and best practices related to support for HCSIS system application. Act as a technical support specialist; this individual serves as a point of contact for account specific issues including identifying process changes, continuous improvement and general quality auditing. - Ensure compliance to, create, and maintain documented process and procedure revisions required as a result of application updates and client policy changes. - Create/Update Process and Knowledge documentation and communicate changes to Service Desk teams involved. Essential duties & responsibilities: - Leverage existing familiarity with HCSIS, system to assist with build out of respective project help desks, inclusive of policy, procedures and training. - Identify gaps in process and procedure and initiate or lead service improvement plans and assure documentation creation/updates where applicable. - Develop and deliver training, create documentation, and coordinate go-live (including global communication) of new products/services coming into the Environment. - Coordinate with the transition team to assist with implementation of knowledgebase, including the import and modification of existing data from the incumbent. - Assist with the review and processing of knowledgebase content for implementation. - Train staff as appropriate for ongoing maintenance of knowledgebase. Qualifications - Must have experience and familiarity with current HCSIS help desk projects. - Must have at least (3) years of current, hands-on experience in a similar position. - Experience in providing IT help desk services to government institutions is highly desired. - Experience or familiarity with training facilitation and delivery. Requirements - Normal office environment with little exposure to dust, noise, temperature, and the like. - Extended viewing of computer screens. - Position requires various hours Monday through Friday. - Position may require ability to work effectively from remote locations. Company Description