Service Desk Support, Intermediate

Blue Shield of California; California (MO); Hybrid; USD 68,512,000 - 95,906,000; Full time

Job summary

Blue Shield of California is seeking a Service Desk Support Analyst to provide remote technical support for computers, networks, software, and peripherals in an increasingly advanced network environment.

The analyst will diagnose, troubleshoot, and guide end users via telephone and chat, maintain tickets and metrics, and develop knowledge articles while following approved designs and procedures. A hybrid in-office schedule is required in CA.

Qualifications

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience is required. 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, the Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow preferred.
• Basic knowledge of and troubleshooting experience with Microsoft 365 applications required.
• Experience supporting macOS devices strongly preferred.

Responsibilities

• Follow established security, governance, and risk management requirements while delivering technical support.
• Provide telephone and chat support, diagnostics, and troubleshooting for computers, network services, and related peripherals used by local and remote users.
• Provide end-user support and general training for commercial and internally developed software.
• Maintain accurate case status updates and provide operational metric reports to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.
• Meet established productivity, quality, and service-level targets.
• Support customer satisfaction goals through accurate, timely, and professional service.
• Create and maintain clear, accurate knowledge articles.
• Serve as a subject matter expert for assigned critical business functions and services.
• Perform other duties as assigned.

Education

Associate degree or equivalent

Tools

Active Directory

Microsoft Exchange Admin Center

Microsoft Azure

ServiceNow

Microsoft 365

macOS

Job description

Your Role

The IT Service Desk delivers customer-focused support by using IT service management tools and self-service and automated solutions. Reporting to the IT Supervisor, the Service Desk Support Analyst provides remote technical support for computer, network, software, and peripheral issues in an advanced network environment.

Job Description

Your Role

The IT Service Desk delivers customer-focused support by using IT service management tools and self-service and automated solutions. Reporting to the IT Supervisor, the Service Desk Support Analyst provides remote technical support for computer, network, software, and peripheral issues in an advanced network environment.

The analyst supports users by telephone and chat, performs diagnostics and troubleshooting, provides software guidance, maintains ticket updates and operational metrics, and contributes to support procedures and knowledge content. The role works with general direction, exercises independent judgment on moderately complex assignments, and delivers timely, accurate, and accountable results by following approved designs, standards, and knowledge base procedures.

Responsibilities

Your Work

• Follow established security, governance, and risk management requirements while delivering technical support.
• Provide telephone and chat support, diagnostics, and troubleshooting for computers, network services, and related peripherals used by local and remote users.
• Provide end-user support and general training for commercial and internally developed software.
• Maintain accurate case status updates and provide operational metric reports to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.
• Meet established productivity, quality, and service-level targets.
• Support customer satisfaction goals through accurate, timely, and professional service.
• Create and maintain clear, accurate knowledge articles.
• Serve as a subject matter expert for assigned critical business functions and services.
• Perform other duties as assigned.

Qualifications

Your Knowledge and Experience

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience is required. 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, the Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow preferred.
• Basic knowledge of and troubleshooting experience with Microsoft 365 applications required.
• Experience supporting macOS devices strongly preferred.

Hybrid

This role requires employees to be in - office based on our hybrid workplace model, balancing purposeful in - person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

About Us

About Stellarus and the Ascendiun Family of Companies

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.

Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company.

Stellarus’ vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus’ objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California’s vision by using innovation to improve quality, affordability, and experience for members.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Our Values:

At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.

Our Workplace Model:

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:

• For most teams, this means coming into the office two days per week.
• Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.
• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity or disability status and any other classification protected by Federal, State and local laws.

JOB INFO

Job Identification : 20261494

Job Category : Information Technology

Posting Date : 2026-08-21T16:25:13+00:00

Job Schedule : Full time

Locations :

El Dorado Hills, CA, United States

CA, United States

Long Beach, CA, United States

Lodi, CA, United States

Oakland, CA, United States

Rancho Cordova, CA, United States

Woodland Hills, CA, United States

Pay Range for California : $23.91 to $33.47

Pay Range for Bay Area : $26.95 to $37.73

Note : Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate experience, location (California, Bay Area, or outside California), and current employee salaries for similar roles.

Role can be filled by a candidate requiring sponsorship : No