Level 2 IT Support Specialist – Customer‑Focused Help Desk

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

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.