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**Overview**
Call Center/Help Desk Technician III (BWAK)
We are currently searching for a qualified **On-Site** **Call Center/Help Desk Technician III** to deliver exceptional technical assistance to our end-users in Barrow, AK. The selected candidate will be accountable for offering comprehensive support through in-person consultations, telephone communications, and email correspondence, with the aim of addressing client concerns related to computer malfunctions and inquiries pertaining to hardware and software. The ideal candidate will possess robust communication abilities, extensive technical knowledge, and a steadfast commitment to prioritizing customer satisfaction.
**Responsibilities**
+ Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
+ Accurately diagnose and resolve technical issues.
+ Effectively escalate issues to the appropriate resources when necessary
+ Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
+ Ability to prioritize work and exercise good judgement while managing multiple tasks.
+ Provide operational technical support to clients both on-site and remote relating to company managed equipment.
+ Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
+ Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
+ Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
+ Act as an escalation point to Tier 1 and 2 groups regarding any application - or hardware - related inquiry or issues relating to Microsoft Office, Windows OS, etc.
+ Imaging of desktop and laptop computers-knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
+ Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
+ Prepare workstations, including the setup and configuration of laptops and desktops.
+ Interface with hardware vendors to facilitate repair and installation.
+ Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
+ Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.
**Qualifications**
+ Proficiency with current Windows OS
+ Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
+ Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
+ Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
+ End-User desktop support, mobile device support, email support, phone support, etc.
+ A+,Network+ or Security+ certificaiton preferred.
+ Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
+ Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
+ Proficient in information organization, with a keen eye for detail and effective prioritization.
**Educational & Experience:**
+ Bachelor's Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred. Degree may be substituted for experience on a year-to-year basis.
+ Four or more (4+) years' experience in a technical support or helpdesk role.
**Certificates, Licenses, Registration Requirements:**
+ Prefer A+,Network+ or Security+ Certificate, and pursuing these qualifications may be in progress.
+ We require that these qualifications be completed prior to one calendar year after being hired.
**Skills** : Critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring.
**Knowledge** : Computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology
**Abilities** : Oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering.
**Work Environment/Conditions**
+ Working around machinery
+ Exposure to extreme cold, humidity or hot temperatures; working outside.
**Physical Demands:**
+ Ability to sit/stand for prolonged periods of time; confined to workstation.
+ Ability to lift objects up to 10-25 lbs.
+ Climbing, stooping, bending, kneeling, crouching.
+ Pulling or pushing.
+ Prolonged use of video display terminals.
+ Use of hands to finger, handle or feel; hands, arms, feet and legs. Sequentially or simultaneous with repetition.
+ Reach/relocate items above shoulder.
**SECURITY CLEARANCE REQUIREMENTS:** There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.
#LI-JR1
Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant's resume/application may be subject to verification.
Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.
UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
All candidates must apply online at and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance ( 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)
UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.
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**ID** _ _
**Category** _Information Technology_
**Location : Location** _US-AK-Barrow_
**Minimum Clearance Required** _N/A_
**Travel Requirement** _Less than 10%_

Job Description

Job Description

POSITION SUMMARY

The Pharmacy Help Desk Call Center Representative reports to the Pharmacy Help Desk Call Center Supervisor and is responsible to provide a customer service by telephone of incoming and outbound calls to providers, beneficiaries and pharmacies.

ESSENTIALS ROLES AND RESPONSIBILITIES

1. Answer incoming pharmacy calls regarding issues related to a claim transaction, reimbursement, payment, and other required information in accordance with PharmPix Pharmacy Help Desk Call Center performance metrics.

2. Answer incoming providers’ and beneficiaries’ calls following Call Center scripts, in a timely matter and in accordance with PharmPix call center performance metrics.

3. Answer incoming calls and perform outbound calls according to HIPAA and Pharmacy Laws Standards.

4. Identify pharmacies, providers and beneficiaries needs, clarify information, research every issue and providing solutions.

5. Document all inquiries in the Customer Service Management Applications such as, Service Desk, OneArk and email.

6. Route the case to the corresponding internal department or the appropriate Health Insurance Carrier.

7. Guide pharmacies, providers and beneficiaries regarding the process of claim

transmission, reimbursement and payment.

8. Constantly monitors the BACMAN Alert Application to ensure proper management of rejections at point of sale.

9. Evaluate on an individual basis to determine if the patient meets the criteria for a coverage determination for alerts such as DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) among other rejections evaluations required by business.

10. Identify system issues and route to the corresponding internal department.

11. Make outbound calls to pharmacies, providers and beneficiaries if necessary.

12. Support all Quality Management Program initiatives.

13. Perform Special projects and/or other duties assigned by the Operations Manager and or Pharmacy Help Desk Call Center Supervisor.

TRAINING & EDUCATION

Pharmacy Technician, Technical or Associate Degree

LICENSURE / CERTIFICATION

Puerto Rico Board of Pharmacy Technician Registry Certificate (CPhT), or prospect.

PROFESSIONAL EXPERIENCE

1 - 2-year customer service or call center experience and healthcare environment (Preferable).

PROFESSIONAL COMPETENCIES

Knowledge:

• Fully Bilingual (Spanish / English written and verbal).

• PC skills (Microsoft System)/System oriented.

Skills:

• Strong customer service skills.

• Excellent phone, written, active listening and follow-through skills.

• Skill in analyzing situations accurately and taking effective action.

• Attention to details.

• Time Management Skills: Establishing priorities and accomplishing tasks in a timely manner.

• Ability to work with others to reach a solution.

• Be able to toggle between several software programs.

• Demonstrated effective organizational skills.

Abilities:

• Able to effectively interact with internal departments, PharmPix clients, members and other healthcare professionals.

• Ability to work with others to reach a solution.

• Be able to toggle between several software programs.

• Ability to work in a fast-paced environment and multitask.

PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans