IT Support Representative (Louisiana)

Blue Cross and Blue Shield of Louisiana Inc.; Baton Rouge (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

Blue Cross and Blue Shield of Louisiana Inc. is seeking an IT Support Analyst to resolve level two problems presented by customers via telephone, self-service and email. This role emphasizes proactive coaching, issue identification, and creating/maintaining support documentation for the department and customers.

Residency in or relocation to Louisiana is preferred. A High School Diploma or equivalent is required, with an associate degree preferred.

Qualifications

• High School Diploma or equivalent required.
• Technical school or associate degree preferred.
• 2 years of experience supporting computer systems.
• Knowledge of ITIL best practices desired.
• ITIL Foundation certification is a plus.
• Proficient in Windows 10 and Office.
• Strong troubleshooting and problem-solving skills.
• Excellent oral and written communication.
• Ability to develop troubleshooting scripts and knowledge documents.
• Organize and prioritize multiple projects.
• Patient, empathetic, and courteous.

Responsibilities

• Handle second level phone support for IT Service incidents/requests.
• Record and track all calls using Service Desk Application.
• Escalate more complex problems to higher level technician or supervisor.
• Identify opportunities to improve customer service and work processes.
• Assist in design and implementation of quality improvement initiatives.
• Interview users to gather information and diagnose problems.
• Assist the team in resolution of issues to ensure effective operations.
• Align with IT Departmental Goals and Objectives.

Skills

IT support

MS Windows 10

MS Office

TCP/IP

DNS

LAN/WAN

Troubleshooting

Communication

Documentation

Problem escalation

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Service Desk Application

Problem management database

Job description

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities.

Residency in or relocation to Louisiana is preferred for all positions.

POSITION PURPOSE

Resolves level two problems presented by our customers through direct telephone, self-service and email contact. Resolving service incidents with little or no assistance from management or support staff. Proactively identify and deliver coaching/training opportunities on incoming calls, support tickets and e-mails, and provide guidance to IT Support Analyst to promote growth. Look for opportunities to enhance and improve customer's satisfaction. Create and maintain support documentation for department and communications to customers.

NATURE AND SCOPE

This role does not manage people. This role reports to this job: SUPERVISOR, IT SUPPORT.

Necessary Contacts

In order to effectively fulfill this position, the incumbent must be in contact with: All users as needed. Information Technology personnel. Internal and External customers. Frequent contact with specialists in other departments.

Education

High School Diploma or equivalent is required. A specialized technical school education or associate degree in related field is a preferred.

Work Experience

2 years of experience supporting computer systems is required.

Skills and Abilities

Knowledge of information technology principles is required. Experience using problem management database and help desk systems. Technical knowledge relating to PC hardware and software. MS-Windows (Win10) and MS-Office suite is required. Sound working knowledge of network concepts including TCP/IP, DNS, and LAN/WAN concepts. Must be able to recognize questions that go beyond the scope of services provided by the first level support and make accurate referrals to other supporting departments or vendors as needed. Knowledge of ITIL best practices is desired. ITIL Foundation Certification is a plus. Demonstrated skills in problem recognition, research, isolation, resolution and follow-up steps are required. Excellent oral and written communication skills are required due to the high amount of direct customer contact and the need to continually communicate with both customers and internal support staff. Must be proficient in developing troubleshooting scripts and knowledge documents. Ability to organize and prioritize multiple projects relating to resolving customer issues. High level of patience, empathy, and courtesy are required to deal with customers and their problems. Excellent listening skills are required to effectively understand the problem that is being presented verbally. Demonstrated ability to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability required. Must have demonstrated ability to judge severity of problems and use discretion in obtaining services as needed.

Licenses and Certifications

Technical Certifications are preferred (i.e. MCP, A+, etc.)

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

Handles problems that first tier support is unable to resolve and escalates more complex problems to higher level technician or supervisor to quick resolution of more complex problems. Provides second level phone support for all IT Service incident/requests by recording and tracking all calls using Service Desk Application to ensure effective operations. Identifies opportunities and recommends methods to improve customer service and work processes. Assists in design and implementation of quality improvement initiatives on departmental and organizational levels. Interviews users to gather the necessary information about problems and provides problem analysis and diagnosis in order to resolve or direct to the appropriate support group. Assists the team in resolution of issues to ensure effective operations and resolution. Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals. Additional Accountabilities and Essential Functions.

Physical Demands

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. Perform other job-related duties as assigned, within your scope of responsibilities. Job duties are performed in a normal and clean office environment with normal noise levels. Work is predominately done while standing or sitting. The ability to comprehend, document, calculate, visualize, and analyze are required.

An Equal Opportunity Employer.

Company Mission To improve the health and lives of Louisianians.

Company Vision A better state of health through preventative, easier and more affordable healthcare.

Blue Cross and Blue Shield of Louisiana (Louisiana Blue) is incorporated as Louisiana Health Service & Indemnity company and is an independent licensee of the Blue Cross Blue Shield Association. Blue Cross and Blue Shield of Louisiana is licensed to sell products only in the state of Louisiana.

We perform background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner. Additionally, we are a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.

Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.