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Do you want to make a difference? 
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team 
Come Join our Team on the Enterprise Centralized Service Desk. We are on a mission to provide world class service and support to our customers. In this role you will be able to provide much needed services to our veterans, their families, and their providers. You will have the exciting opportunity to learn, thrive, grow, and support others.
 
What is the position? 
Cognosante is looking for a Full-Time Service Desk Supervisor to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, experience as a service desk supervisor and a desire to “own” customer incidents and requests to resolution. The Full-Time Service Desk Supervisor oversees level one service desk agents, serves as a technical escalate point of contact, and provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding, and applying each customer’s specific procedures and processes.
 
What will I get to do?  
The candidate can expect to help other level 1 agents with supporting our customers, manage ticket queues and call queues as well as walk callers through trouble shooting local and online applications, web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning.  The Service Desk Supervisor is responsible for assisting management with service desk operations and staff development. The supervisor is also responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Technical service desk supervisor will create tickets, support medical patient records, provider communications, support referrals, and troubleshoot technical issues. In this role you will work with an ITSM ticketing system and ensure tickets are entered correctly, accurately and updated in a timely fashion. The supervisor will also create documentation for the Support Service Help Center and assist in auditing and maintain solutions.  
 
What qualifications do I need? 

• Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)
• 3 years Help Desk or IT experience
• At least 1 year experience as a help desk supervisor or 2 years as a help desk lead
• Solid technical and troubleshooting skills
• Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects. 
• Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools. 
• Candidate must have experience in being able to gather and convert data into a written narrative.
• Excellent written and communication skills
• Exceptional customer service skills
•  Experience creating support documentation

 
What additional characteristics will help me thrive?  

• HDI or ITIL certification
• Experience with IT Service Management systems like ServiceNow or Samanage
• Experience with Microsoft Dynamics CRM
• 6 months working knowledge of Active Directory

What We Offer  

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:  

• Ensure optimal health and productivity of our employees   

• Support employee retention and attraction  

• Provide work/life balance to ensure our employees succeed inside and outsid