driasi is an ambitious, innovative, and fast-paced company. We offer exceptional training and development programs, along with competitive pay and great benefits all within an engaging, fun, and collaborative work environment. driasi staff members have a unique opportunity to gain national knowledge and expertise in handling policies across various regions and territories. At driasi, we all work together to come up with big ideas and bring them to life. We focus on our customers first, we bring our best, and we know we are stronger together.

driasi offers a comprehensive benefits package, including:

• Health insurance
• Company paid dental
• Company paid short-term disability and long-term disability
• Company paid life insurance and AD&D
• Supplemental voluntary life insurance and AD&D
• Generous PTO policy
• Parental leave
• Domestic partner benefits
• 401(k) with employer match
• Profit sharing
• Health club reimbursement
• Tuition reimbursement

Summary Overview

Under supervision of the TAC Manager, the TAC Help Desk Supervisor will be responsible for leading the TAC Help Desk staff. The Help Desk Supervisor ensures delivery of quality technical support for clients, as well as oversee the work of Help Desk staff, providing excellent customer service and resolving all technical issues. These clients are often internal peers, but they can also be external clients.

Essential Responsibilities include the following. Other duties may be assigned.

• Manage the help desk team and evaluate performance by identifying training and coaching/ feedback opportunities. 
• Ensure customer service is timely and accurate by ensuring the interactions with driasi internal users is accomplished efficiently and resolves the inquiry regarding various systems or technical issue and handling complaints.
• Identify opportunities for efficiencies and quality improvement by surveying internal customers and establishing best practices through the entire technical support processes, thereby working to improve specific customer service standards such as response times and resolution.
• Look for and develop opportunities for continuous improvement including developing daily, weekly, and monthly reports on help desk team’s productivity, as well as work with other departments to identify productivity improvements that could be achieved using technology.
• Provide customer feedback to the appropriate internal teams, like program developers.
• Perform daily checklist of activities: transferring files via SFTP; running jobs; and monitoring systems including TAC developed automations. Daily review of other systems to ensure that files are current. Archive and/or delete files as required to ensure enough disk space.
• Monitors, tests, troubleshoots, and documents network hardware/software problems and errors (program errors, storage back-up errors, ftp errors, automation errors, etc.) and follow-up to ensure resolution. Recommends (to Network Administrator) and schedules repairs to maintain network integrity. Understands commonly used concepts, practices, and procedures.
• Supports and interacts with outside vendors and suppliers, such as consulting firms doing work on behalf of driasi, and vendors providing goods and services. 
• Supports and interacts with clients is also required, to assist them with technical issues such as file transfers between their systems and driasi.
• Maintain tape, disk, and cloud back-up libraries.
• Examines and evaluates historical data to determine solutions to on-going errors and problems.
• Maintain and update daily operations schedule and review previous schedules to ensure compliance and error-free operations. Recommend adjustments to schedule where necessary to provide efficient operations and minimal disruption to customers, both internal and external.
• Maintain and review all TAC procedures and guidelines documentation. Update when required to reflect changes to operations procedures. Recommend and develop new procedures and systems to automate manual processes and provide more effective systems operations.
• Maintain inventory of computer supplies, hardware, and software. Ensure proper disposal of outdated and non-functioning equipment. Ensure all data on hard drives to be disposed of are wiped clean by current Department of Defense standards.
• Assist and support the test and schedule of disaster recovery plan.
• Enforce policies for the security and safety of the Data Center area.
• Owns their own professional education and development by:
  1. Maintain awareness of software and hardware knowledge as it pertains to Information Systems and systems analysis.
  2. Maintains awareness of changes in technology through industry publications, newspapers, user groups, and contact with technology vendors, and other avenues of information.
  3. Continuing development of skills through self-directed learning activities, seminars, user groups, classes, and other training methods.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skills and ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experiences

High school and technical school training, preference given to 4-year college degree, preferably in Computer Science; or three to four years related experience and/or training in Help Desk Service and operational experience working in computer center operations or equivalent combination of education and experience. Other desired experience and/or areas of education include:

• One year of experience working with Microsoft Office, Office 365
• One year of experience working in computer hardware and software
• One year of experience working in PC/LAN environment
• One year of experience working with Microsoft Office, Office 365
• One year of experience working with HTML and web technologies
• Experience with PCI and SOC audits preferred but not required

Computer Skills

Preferred at least four years of increasing responsibility in all phases of computer center.

Must be able to effectively handle support of operations and users in a remote office environment.

• Strong working knowledge of Microsoft Windows 10 and up.
• Working knowledge of networking technologies, including TCP/IP and Ethernet
• Working knowledge of network and multifunction printers
• Working knowledge of virtual server environments (VMware preferred)
• Working knowledge of Linux (Red Hat preferred) 

Preferred Certifications:

• CompTIA A
• CompTIA Net
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Office Specialist
• Microsoft Certified Professional (MCP)
• Microsoft Certified System Administrator (MCSA)
• Microsoft Certified System Engineer (MCSE)

Professional Skills

Must be able to maintain strict confidence with regards to sensitive and protected confidential information. Must be able to gain trust, respect, and confidence of customers. Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be able to immediately contribute to fast pace, deadline intensive environment. Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Attention to administrative detail and high organizational skills is required. Must exhibit exceptional people leadership skills.

About driasi

Direct Response Insurance Administrative Services, Inc. (driasi) is a leading provider of outsourcing solutions for the insurance and financial sector. driasi focuses on optimizing administration at every touch point, driving customer retention and premium growth.

driasi handles most functions normally performed by insurance companies or bank insurance agencies, such as application processing, mail fulfillment, claims services, and certificate issuance. In addition, we provide premium billing and collection, unparalleled customer support through our multi-channeled Customer Contact Center, underwriting, and proven solutions for conversion and retention. We continually strive to ensure our clients receive world-class service.

Equal Opportunity Employer

We thank all candidates for their interest in employment with driasi. Only those selected for an interview will be contacted.