IT Support Specialist – Level 1 & 2 | Customer Champion

Blue Cross and Blue Shield of Louisiana Inc.; Baton Rouge (LA); On-site; USD 42,000 - 64,000; Full time

Job summary

Blue Cross and Blue Shield of Louisiana in Louisiana is seeking an IT Support Analyst to resolve level one and two customer issues by phone, self-service and email. You will document problems and guide users to appropriate solutions, contributing to faster incident resolution.

The role supports MS Windows and Office environments, uses service desk tools, and collaborates with IT teams to improve service quality. Strong communication and problem-solving skills are essential.

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.

Responsibilities

• Provides first and second level phone support for IT Service incidents/requests by recording and tracking all calls using Service Desk Application.
• Escalates more complex problems to higher level technician or supervisor for quick resolution.
• Identifies opportunities and recommends methods to improve customer service and work processes.
• Interviews users to gather information about problems and provides analysis and diagnosis.

Skills

IT knowledge

Help desk experience

Windows & Office

Networking basics

Problem solving

Communication

Troubleshooting scripts

Multitasking

Listening skills

Issue escalation

Education

High School Diploma

Technical/Associate degree preferred

Tools

MS-Windows (Win10)

MS-Office

Help desk software

Job description

Blue Cross and Blue Shield of Louisiana in Louisiana is seeking an IT Support Analyst to resolve level one and two customer issues by phone, self-service and email. You will document problems and guide users to appropriate solutions, contributing to faster incident resolution.

The role supports MS Windows and Office environments, uses service desk tools, and collaborates with IT teams to improve service quality. Strong communication and problem-solving skills are essential.