Local Site Administrator (LSA)

North End Teleservices is hiring Helpdesk Support professionals to join our team. Apply now to join one of the fastest-growing companies in the state of Nebraska. Don't just work here, career here!

Local Site Administrator (LSA)Job Duties:

• Communicate with all levels of the organization.
• Assist the LSA Manager in associated project tasks.
• Assist the LSA Manager in the evaluation and creation of business processes to improve future decisions.
• Diagnose troubleshoot and fix configuration issues pertaining to the NGD system for both Medicare and Marketplace Customer Service Representatives.
• Escalate issues pertaining to the NGD, Healthcare.gov and Medicare.gov sites as needed if unable to fix locally.
• Facilitate the deployment and configuration of personal computers.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers and internal staff.
• Track escalated issues to completion.
• Attend regularly scheduled conference calls to create a virtual call venter and maintain a team environment.
• Enforce licensing agreements, developing a storage management program and providing for routine backups. Install and maintain network hardware and software.
• Assist local IT installing operating systems configuring email accounts troubleshooting IP and connectivity issues, ensure proper web browser installation and perform proper local workstation and network configuration as well as software configuration as needed.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Pass on any feedback or suggestions by customers or internal staff to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Occasional travel to CMS or other sites for application maintenance training.
• Coordinate with the facilities department or Program for internal moves of people and equipment.
• Recommends workable solutions to difficult complex problems.
• LSA will routinely assist with support ir NGD releases this will include User acceptance testing.
• Assist in technology implementation in-house, as well as technology liaison with clients.

Skills/Requirements:

• HS Diploma required, associate degree or higher preferred.
• 3 years or more experience in customer service
• Strong knowledge of the NGD Siebel application preferred.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with all levels of the organization.
• Knowledge of contact center and reporting technology.
• Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices.
• Strong Computer skills with proficiencies in Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Cloud Based Software, and Tableau.
• Ability to train end users.
• Ability to work well with all levels of employees and management.
• CMS program knowledge and business processes preferred.
• Strong analytical and organizational skills.
• Must have strong interpersonal and customer service skills.
• Excellent command of the English language, effective use of grammar skills.
• Demonstrated ability to prioritize tasks.

Troubleshooting, Problem Solving, Assisting in Tasks in a Team, Listening, Verbal Communication, Building Relationships, Math Skills, Interpersonal Savvy, Multi-tasking.

DEI Competencies

Diversity, Equity, and Inclusion as a leadership competency is a measure of success within NET.

• Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
• Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
• Abides by and lives out company values of:
• Respect for our clients, each other, and self
• Integrity in everything we do
• Truth open and honest communication with each other and our clients
• Improvement innovation, creativity and always strive to be our best and do our best
• Service utmost and foremost
• Diversity of thought, work, and life experiences

Attendance and Punctuality:  

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.  

This position has no supervisory responsibilities.  

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

North End Teleservices is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.