IT Support Specialist I

Blue Cross Blue Shield - Meridian, ID

Full-time - Entry Level

Meridian, ID

Insurance Carriers and Related Activities

About the position

The IT Support Specialist I at Blue Cross of Idaho serves as a central point of contact for resolving technical issues related to personal computers, network operating systems, software applications, and telecommunications. This role focuses on providing quality customer service and technical support to internal and external customers, ensuring minimal downtime and effective problem resolution.

Responsibilities

• Track, research, diagnose, and fix problems in a timely manner to minimize customer downtime.
• Provide quality customer service and technical support for all customers.
• Assemble statistical and management reports for activity reporting and trend analysis.
• Maintain documentation pertaining to warranties and instructional guides for computer hardware.
• Create and maintain training materials related to computer troubleshooting and usage.
• Ensure timely recognition, isolation, and resolution of support calls from Blue Cross employees.
• Coordinate escalation of problem resolution with customers and responsible parties.
• Maintain knowledge base for resolutions to common problems and support documentation for IT systems.
• Act as a resource for other departmental desktop support specialists.
• Manage and maintain issue/problem tracking application and work center documentation.

Requirements

• 1+ years of relevant experience in IT support or help desk roles.
• Experience with problem/issue tracking applications and working with microcomputers, WAN, and LAN equipment.
• Knowledge of Microsoft Office applications, Microsoft Active Directory, Microsoft Exchange, and local and wide area networking.
• Proficiency in Microsoft and Mac operating systems, including iOS and iPadOS.
• Strong hardware and software troubleshooting skills.
• Excellent customer service and interpersonal skills.
• Effective written and verbal communication skills.
• Ability to lift/move a variety of microcomputer components and install/configure hardware and software.

Nice-to-haves

• Experience in a helpdesk/call center environment.
• Experience with root cause analysis and problem resolution methodologies.
• Experience managing small to medium projects.
• Familiarity with scripting, coding, or other development.
• Degree in Computer Information Systems or related IT field, or other industry-related certifications such as CompTIA A+ or Network+.