Level 2 IT Support Specialist: Helpdesk & Troubleshooting

Blue Cross and Blue Shield of Louisiana; Baton Rouge (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

Blue Cross and Blue Shield of Louisiana in Baton Rouge is seeking an IT Support Analyst to resolve level two customer problems by phone, self-service, and email while documenting outcomes and creating knowledge resources.

You will work with IT partners to improve service, escalate complex issues, and provide guidance on process improvements. Louisiana residency or relocation is preferred for this role.

Qualifications

• High school diploma required; technical schooling or associate degree preferred.
• 2 years of experience supporting computer systems required.
• Knowledge of ITIL practices is desirable; certifications are a plus.

Responsibilities

• Handle second-tier IT service incidents via phone, email and self-service.
• Create and maintain support documentation and knowledge articles.
• Escalate complex issues to higher-level technicians or supervisor.
• Identify process improvements to enhance customer satisfaction.
• Collaborate with IT teams and external vendors as needed.

Skills

IT principles

Help desk systems

Windows OS

Networking basics

ITIL knowledge

Problem solving

Communication skills

Troubleshooting scripts

Education

High School Diploma or equivalent

Associate degree or technical school preferred

Tools

MCP

A+

Job description

Blue Cross and Blue Shield of Louisiana in Baton Rouge is seeking an IT Support Analyst to resolve level two customer problems by phone, self-service, and email while documenting outcomes and creating knowledge resources.

You will work with IT partners to improve service, escalate complex issues, and provide guidance on process improvements. Louisiana residency or relocation is preferred for this role.