Job Description:
Our IT Support Specialists provide a central focal point to resolve problems for internal/external customers related to personal computers, network operating systems, server access, software applications, and telecommunications. Track, research, diagnose and fix problems in a timely manner to minimize customer down time. Provide quality customer service and technical support for all customers.
Required Experience: 1/+ years relevant experience, such as problem/issue tracking application, working with microcomputers, WAN and LAN equipment, etc., as well as:
- Provides support to employees or internal customers in resolving complex or escalated technology issues
- Assembles statistical and management reports for activity reporting and trend analysis
- Maintains documentation pertaining to warranties and instructional guides for computer hardware
- Creates and maintains training materials pertaining to computer troubleshooting and usage
Knowledge of:
- Microsoft Office applications
- Microsoft Active Directory
- Microsoft Exchange
- Local and wide area networking
- Microsoft & Mac operating systems; iOS, iPadOS
Skills:
- Hardware and software troubleshooting skills
- Customer service & Interpersonal
- Written and verbal communication
Ability to:
- Lift/move a variety of microcomputer components
- Install, configure and evaluate microcomputer hardware and software
- Handle various tasks and deal with changing priorities
Preferred qualifications:
- Experience in helpdesk/call center environment
- Experience with root cause analysis and problem resolution methodologies
- Experience managing small to medium projects
- Experience in scripting, coding and/or other dev familiarity
- Degree in Computer Information Systems or related IT field, or other industry-related certification(s) such as CompTIA A+ or Network+
- Ability to occasionally travel/work onsite at BCI's Idaho campus(es).
Your day may look like:
Ensure timely recognition, isolation and resolution to support calls from Blue Cross employees and prioritize calls to ensure proper resources are assigned and downtime is minimized.
Coordinate escalation of problem resolution with customer and responsible party (or parties).
Report violations of company or department standard procedures/policies to management.
Maintain knowledge base for resolutions to common problems and support documentation for IT systems.
Act as a resource for other departmental desktop support specialists.
Provide technical support to questions from customers, to include but not limited to the following: personal Computer (PC) hardware issues, laptop and/or iPad issues, inquiries related to network security, customer questions on specific PC-related software products, and telephone related issues.
Manage and maintain issue/problem tracking application and work center documentation.
Oversee maintenance of the system configuration database for all PC hardware and printer changes.
Act as liaison between IT and all levels of the organization, including senior management as needed.
Reasonable accommodations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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