IT Systems Support Analyst I — Enterprise Help Desk
Blue Cross Blue Shield of Michigan
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Job summary
Blue Cross Blue Shield of Michigan is seeking an experienced Systems Support Technician focused on incident management for enterprise IT equipment. Responsibilities include installation, maintenance, troubleshooting, and repair of hardware and software, with collaboration across vendors, consultants, and customers.
The role emphasizes documentation, training, and customer relationship management, ensuring timely resolutions and strong service delivery.
Qualifications
- Associate degree in computer science field or related business field required.
- Combinations of education and experience may be considered in lieu of a degree/certificate.
- Advanced knowledge of computers, word processing, spreadsheet, and database software.
- Experience in IT help desk or enterprise IT support is preferred.
Responsibilities
- Responds to and resolves call incidents.
- Documents client requests in an ITSM Incident System and prioritizes workload.
- Provides internal and external system support to enterprise customers.
- Triage and troubleshoot client computing devices and peripherals.
- Assist with and resolve call incidents via the ACD/phone system queue.
- Maintain service levels and deadlines in a high production environment.
- Develops user references and support documentation as needed.
- Maintain up-to-date technical knowledge of hardware and software.
Skills
Education
Tools
Job description
Blue Cross Blue Shield of Michigan is seeking an experienced Systems Support Technician focused on incident management for enterprise IT equipment. Responsibilities include installation, maintenance, troubleshooting, and repair of hardware and software, with collaboration across vendors, consultants, and customers.
The role emphasizes documentation, training, and customer relationship management, ensuring timely resolutions and strong service delivery.
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