IT Support Representative (Louisiana)

bcbsla; Baton Rouge (LA); On-site; USD 40,000 - 55,000; Full time

Job summary

bcbsla is seeking a two-year IT support professional to resolve level two customer problems via phone, self-service, and email. The role includes coaching, creating documentation, and driving improvements in customer satisfaction.

Residency in or relocation to Louisiana is preferred. Reports to Supervisor, IT Support and interacts with IT staff and internal/external customers regularly.

Qualifications

• High School Diploma or equivalent required.
• Associate degree in a related field preferred.
• 2 years of experience supporting computer systems required.
• Knowledge of IT principles required.
• Experience with problem management databases and help desk systems.

Responsibilities

• Provide second-level phone support for IT service incidents and requests.
• Record and track calls using Service Desk Application for operational efficiency.
• Identify opportunities to improve customer service and work processes.
• Assist design and implementation of quality improvement initiatives.
• Interview users to gather information and perform problem analysis and diagnosis.

Skills

IT support

Help desk

Windows OS

MS Office

Networking basics

Communication

Problem solving

ITIL knowledge

Certifications (MCP/A+)

Education

High School Diploma or equivalent

Associate degree in related field (preferred)

Tools

Service Desk Systems

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. We invite you to apply for a career with us.

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.

QUALIFICATIONS

• 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 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.

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

Additional Information

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