Job Description

In this role you will provide escalated phone and in-person support including set-up/installation of hardware as well as software and network-related issues. You will assist and support internal end users in troubleshooting and navigating service desk procedures and processes. You are responsible for providing service desk incident triage to resolution, and if necessary, escalation. You will follow documented processes and procedures, and write clear and concise documentation of incidents, problems and changes as appropriate.

Our Ideal Candidate: You look forward to providing top notch customer service while helping the customer with their Technology issue. Customer service isn’t just something you do; it is something that fulfills you at the end of the day. You are naturally inquisitive and enjoy building relationships with the business. You have knowledge of user side technology and the ability to troubleshoot effectively, documenting all information within the ticketing tool.

Qualifications

Required:

• Associate degree or direct and applicable work experience.
• 3+ years’ experience in a technical help/or service desk environment
• Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. With the ability to generate solutions
• Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintain a high level of customer service
• Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization
• Multi-tasking skills - Participate, manage and/or direct multiple activities and resources simultaneously to accomplish goals.
• Prioritization/time management skills - The prioritization of multiple tasks and activities in order to maximize personal efficiency
• Flexible and adaptable to change
• Ability to assist in Technology needs after business hours, for example, equipment moves
• Requires travel between 5-10% and has an essential function of lifting or carrying up to 50lbs.

Preferred:

• Experience supporting macOS
• Jamf / InTune
• Support of VDI experience in corporate setting
• Workplace recovery coordination and management
• Cloud Technology exposure (e.g. AWS, M365)
• Microsoft Technologies (InTune, M365, Azure)
• Desktop management tools in an enterprise environment
• Service Desk experience in an enterprise environment

Additional Information

a. Provide third-level phone and in-person support to internal customers. Troubleshoot setup/installation of personal computing operating systems, hardware, and software using PC utilities, PC management tools, and Microsoft products.

b. Ensure support and service request phone calls, emails and problems are properly documented/logged, tracked, and resolved or escalated as indicated in support documentation or as appropriate and completed within prescribed Service Level Agreements.

c. Provide support, training, and quality analysis of other Service Desk Specialists. Educate, train and guide on support processes and procedures; including knowledge transfer articles, creation/update of call scripts and other applicable service desk templates.

d. Responsible for maintaining Consumer Technology infrastructure support systems to provide expected service levels to all Wellmark business units and partners. Remotely repair workstations with issues while striving to maintain compliance with required updates.

e. Perform and support enterprise-wide distribution of software updates to client systems, including all software and security release updates.

f. Serve as a liaison with the application build/run teams in gathering support documentation and requirements for new applications/systems.

g. Coordinate requests submitted for hardware and software while collaborating with appropriate Wellmark teams to adhere to standard hardware and software policies.

h. Follow documented processes and procedures, by utilizing and creating articles within the knowledge management systems.

i. Perform trend analysis of calls/cases to find common or reoccurring issues. This includes periodic quality reviews of service desk calls, by tying the call and the incident logged with the documentation together.

j. Assist in the successful execution of releases and rollouts which includes advance preparation to ensure proper documentation is available in anticipation of customer inquiries. Provide problem resolution or escalation by becoming well versed with common inquiries.

k. May participate in root cause incident analysis to identify issues and patterns. Provide details and knowledge of incident, makes recommendations for corrective actions, and provides communications (ex. Major Incident) to appropriate stakeholders or Technology leadership.

l. Coordinate and maintain support documentation by reviewing documents as necessary, or at a minimum of an annual basis.

m. Maintain compliance with all applicable legal, regulatory, licensing, governance, and contractual requirements by helping to establish and monitor effective processes and procedures.

n. May manage Service Desk related projects and rollouts.

o. Ability to assist in Technology needs after business hours, for example, equipment moves, 24x7 on call support.

p. Other duties as assigned.

All your information will be kept confidential according to EEO guidelines.

_ _ An Equal Opportunity Employer__

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us atcareers@wellmark.com

Please inform us if you meet the definition of a "Covered DoD official".