IT Help Desk Support

U.S. citizenship is required for this position due to Department of Defense restrictions.

Who We Are

WPS Health Solutions is a leading not-for-profit health insurer in Wisconsin. Our services offer health insurance plans for individuals, families, seniors, and group plans for small to large businesses. We process claims and provide customer service support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. In 2021, WPS Health Solutions celebrated 75 years of making health insurance easier for those we serve. Proud to be military and veteran ready.

Our Culture

WPS’s Performance-Based Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive, empowering employee experience, focusing on People, Work, and Working Conditions. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities. We are guided by our Purpose: Together, making health care easier for the people we serve.

In 2021 and 2022, WPS Health Solutions was recognized for several awards including:

• Madison, Wisconsin’s Top Workplaces
• Top Workplace national cultural excellence awards for Remote Work and Work-Life Flexibility
• Achievers 50 Most Engaged Workplaces® with the further honor of Achievers “Elite 8” winner in the category of Culture Alignment

Role Snapshot

As a Support Center Analyst, you will provide password assistance and first-level technical support for all WPS employees, vendors, and customers via phone, e-mail, voicemail, instant messenger, and other methods. You will troubleshoot and diagnose issues with PCs, laptops, thin clients, servers, telephony, mobile devices, printers, and networking equipment. You will create, maintain, and update knowledge base articles to facilitate increased first call resolution.

How do I know this opportunity is right for me? If you:

• Have experience providing exceptional customer service and want to grow your technical support abilities.
• Are able to respond to requests for technical assistance via phone and electronic methods for all WPS Divisions, including remote workers.
• Can diagnose, assist, and escalate or resolve technical issues for hardware, software, web browsers, Office products, networking, data, mobile devices, printers, and voice communications for all WPS Divisions.
• Enjoy researching and staying informed on a wide variety of technology changes within the company.
• Can cross-train with and assist other WPS technical teams with incident resolution.
• Like documenting solutions for common problems in a Knowledge Base and other shared documentation repositories.
• Can log Support Center incidents and requests completely and accurately.
• Can ensure protection of sensitive company information that will commonly be seen in daily interactions.
• Want to play a pivotal role in notifying affected divisions of system-wide outages, updates, and resolutions.
• Can unlock or Reset user accounts for most WPS systems.
• Identify, react to, and respond to critical system failures and outages.
• Are willing to learn from this position and use it as a springboard to advance to other technical areas.

What will I gain from this role?

• Experience providing technical support for a wide variety of individuals across WPS.
• Experience working in an agile environment to help drive high priority work.
• Experience working in an environment that serves our Nation’s military, veterans, Guard and Reserves and Medicare beneficiaries.
• Working in a continuous performance feedback environment.

Minimum Qualifications

• U.S. Citizenship is required for this position due to Department of Defense restrictions.
• High School Diploma or equivalent

Preferred Qualifications

• Associate’s Degree in Information Technology or related field or equivalent post high school education and/or work-related experience.
• 1 or more years in Information Technology, including software/hardware experience and demonstrated ability to work well with customers.
• Experience in a Windows PC and Microsoft Office work environment.
• Experience with ServiceNow and Active Directory.

Hourly Rate of Pay

• $ 20 - $25/hour
• The base pay offered for this position may vary based on your experience, knowledge, and skills.

Work Location

We are ideally looking for a regionally located individual to be able to come in to our Madison, WI office on occasion. This role is open to remote work in the following approved states:
Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin

To help strengthen communication, provide a sense of community, and improve the overall remote work experience, the assigned office community based on the position’s division is: Shared Services: West Frankfort, Illinois

Remote Worker Requirements

For remote work positions, employees are required to meet remote worker requirements, including a designated work area, a wired (Ethernet) connection to the network, and a minimum of 10Mbps downstream Internet connection with at least 1Mbps upstream (can be checked at https://speedtest.net)

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately)
• Competitive paid time off
• Health, dental insurance, Vision?, Teladoc starts DAY 1
• Review additional benefits here

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)