IT Support Specialist, Level 2

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

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.