IT Support Engineer

4 weeks ago

Baton Rouge, Louisiana, United States Blue Cross and Blue Shield of Louisiana Full time

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.

Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols.

Residency in or relocation to Louisiana is preferred for all positions.

POSITION PURPOSE
Plans, installs, monitors and maintains the integrity, security, availability, reliability and performance of primary and auxiliary technical architecture for corporate computerized systems as related to infrastructure software/hardware; provides quality technical support and timely assistance to clients of computerized systems; evaluates, tests, and recommends new computerized system products. May assist less experienced employees or contractors with departmental initiatives assigned by Team Lead or Manager, IT Support. Accountable for complying with all laws and regulations associated with duties and responsibilities.

NATURE AND SCOPE

  • This role does not manage people
  • This role reports to this job: MANAGER, IT SUPPORT
  • Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact with:

    Effectively communicates incident/request status and impact to Management and affected stakeholders.

    Process and track relevant requests from customers, both internal and external.

    Escalate trouble incidents/tickets and emergencies as needed to Support Team Lead.

    Establishes a close working and mutually beneficial relationship with others in the department for collaborating on incident and/or request.

    Establishes a close working and mutually beneficial relationship with other IT Teams for assistance in troubleshooting hardware/software incident and/or request.

QUALIFICATIONS

Education

  • Graduation from the Apprenti Apprenticeship Program or a two year vocational or associate degree program is required. Two years of related experience can be used in lieu of a degree.
  • Graduation from Apprenti Apprenticeship preferred

Work Experience

  • 2 years of experience in a professional environment performing technical support is required
  • Desktop support or in one or more of the following areas of specialty is preferred:
    Hardware support (Laptop/Desktop)
    Software support (application installation/troubleshooting)
    Audio Visual technology/conference room support.
    Cellular technology support
    Citrix, SCCM, App-V, Desktop Virtualization.
    Imaging physical workstations
    Asset management of hardware (tracking, management, disposal, laptop management), software licensing management and procurement.
    Experience with network concepts including, TCP/IP, DNS, and LAN/WAN concepts
    Other relevant areas of specialty

Skills and Abilities

  • Must have in-depth understanding of systems installation, troubleshooting and maintenance
  • Excellent communication skills to exchange information and resolve problems with customers/clients
  • Excellent written communication skills with the ability to create documentation both for department use and/or customers use
  • Experience managing projects
  • Must be proficient at supporting Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams etc.)
  • Requires knowledge of data processing equipment, programming languages or scripts, and analysis techniques
  • Must have demonstrated analytical ability to determine client problems and recommend solutions
  • Must have communication skills to interface with vendors and sub-contract personnel as well as internal functional groups in order to coordinate and implement solutions where contacts may be difficult, and where some persuasion is required to resolve interactions
  • Knowledge of ITIL processes & Best Practices (Incident, Problem, Change, Configuration, etc.) is preferred
  • Flexible to work rotating shifts and weekends as necessary
  • With minimal direction, designs, defines, and installs hardware and software on end point devices
  • Decisions influence operations outside department
  • Recommends alternatives and priorities
  • Participates in project planning
  • Performs with some technical direction
  • Estimates and plans own work ensuring objectives, schedules and cost of assigned segment of project are met
  • Demonstrate ability to analyze system specs, requirements, problem reports, system exposures and may be called upon to develop end user educational material
  • Analyzes and develops detailed specifications to achieve optimum program and/or system performance within time and cost restraints
  • Keeps current with improvements in programming/analysis techniques and applies as appropriate
  • Generates ideas for improving work products

Licenses and Certifications

  • Technical Certifications are preferred (i.e. MCP, A+, etc.).

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

  • Plans, researches, designs, analyzes, estimates, determines options, recommends, installs, tests, schedules, implements, administers, documents, monitors, tunes performance and maintains system applications, auxiliary and standalone technical architecture as related to assigned areas of specialty to ensure the integrity, security, availability, reliability and performance of corporate computerized systems to meet client needs and expectations
  • Ensures the proper installation, labeling documentation and tracking of computerized systems
  • Evaluates and recommends new system products in order to ensure that the IT Department acquires the most efficient, cost effective, and appropriate technology
  • Gathers information by meeting with clients to gather requirements on assigned problems and consults with others in department, as needed
  • Provides technical advice for assigned clients to meet client needs and expectations
  • Develop, manages and builds positive relationships/partnership with clients, vendors, peers/other teams to ensure timely assistance and quality technical support to meet needs of clients and provide positive results with optimal impact to the organization
  • Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals

Additional Accountabilities and Essential Functions
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

  • Perform other job-related duties as assigned, within your scope of responsibilities.
  • Job duties are performed in a normal and clean office environment with normal noise levels.
  • Work is predominately done while standing or sitting.
  • The ability to comprehend, document, calculate, visualize, and analyze are required.

#LI_DB1

An Equal Opportunity Employer

All BCBSLA EMPLOYEES please apply through Workday Careers.

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

Additional Information

Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.

If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact for assistance.

In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.

Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.

Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.

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