Service Desk Support, Intermediate

Blue Shield of CA; California, Cameron Park (MO, CA); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Support Analyst to join their IT team. This role involves providing exceptional remote support to users facing technical challenges in an advanced network environment. You will leverage your expertise in IT service management to diagnose and resolve issues, while also contributing to the development of standard operating procedures. If you thrive in a dynamic setting and are passionate about delivering top-notch customer service, this opportunity is perfect for you. Join a forward-thinking organization dedicated to excellence in IT support.

Qualifications

• 3+ years of IT support experience, preferably in a high-volume call center.
• Strong troubleshooting skills and knowledge of IT concepts and procedures.

Responsibilities

• Provide remote support for technical issues involving computers and network services.
• Develop and document standard operating procedures for IT support.

Skills

Technical Support

Troubleshooting

Customer Service

Microsoft Office 365

Active Directory

ServiceNow

Microsoft Exchange

Azure

MAC OS

Education

Associate Degree in IT

Tools

ServiceNow

Microsoft Exchange Admin Console

Azure

Job description

Your Role

The IT Service Desk provides Customer Excellence Focused Support to our end users by leveraging cutting-edge technology with IT Service Management products and self-service/automated solutions. The Service Desk Support Analyst reports to the IT Supervisor. In this role, you will be responsible for remote support to users with technical problems and IT issues involving computers and network services in an advanced network environment. You will provide support (via telephone and chat), diagnostics, and troubleshooting of computers, network services, and peripherals for local and remote access users. Additionally, you will provide end-user support and training on various software packages and in-house developed software. You will also update ticket statuses and generate metric reports for management. The role involves developing, documenting, implementing, and auditing standard operating procedures and customer service guidelines related to IT support. The ability to work independently, produce quality results, and meet standards of timeliness and accountability is essential. The position requires minimal supervision, involves varied and moderately complex work, and the ability to follow knowledge base procedures while implementing designs or approaches developed by others. A broad knowledge of concepts, practices, and procedures within the field of IT is necessary.

Your Knowledge and Experience

• Associate degree or equivalent experience preferred.
• Typically requires a minimum of 3 years of experience.
• At least 1-2 years of prior Service Desk experience in a high-volume IVR-based call center.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, and ServiceNow.
• Basic knowledge and troubleshooting skills for Microsoft Office 365 applications.
• MAC experience is preferred but not required.