Technical Support Specialist
4 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our team at Blue Shield of California. As a key member of our Technology Services and Operations team, you will play a critical role in supporting all end point systems and technology.
Key Responsibilities- Provide exceptional customer service and technical support to our customers, either on-site or remotely.
- Assist with imaging and deploying systems to customers for break-fix and refresh for lease returns.
- Document Service Now with high-quality notes and maintain asset tracking system up-to-date.
- Work collaboratively with our vendor to support laptop refresh and manage the asset (laptop) refresh process for a small team.
- Perform and guide others to perform routine to highly complex processes and tasks pertaining to the support of Microsoft Windows and Apple Mac workstations.
- Provide support and receive escalations from team members in the use of desktop and laptop workstations, including hardware, operating system, and application troubleshooting/repair.
- Act as a Subject Matter Expert regarding End User Support processes and procedures.
- Utilize tools and applications required for administration of Microsoft Windows workstations, including tools utilized for remote workstation access, Microsoft SCCM for application installations, Symantec anti-virus and Enterprise Vault clients, Active Directory for domain binding, group memberships, and workstation policy configurations.
- Demonstrate an in-depth understanding of the skills equivalent to the successful completion of CompTIA A+ certification, including Microsoft operating system fundamentals and file systems, as well as TCP/IP fundamentals, including configuration and administration of workstation and printer network connectivity (wired and wireless).
- Implement, maintain, and troubleshoot workstation file and folder permissions.
- Provide input and recommendations for the effective administration and management of workstation file and folder permissions, including Local Administrator Rights.
- Demonstrate a strong understanding of Microsoft Active Directory components that pertain to Windows workstations (Organizational Units, policies, group memberships, etc.).
- Provide guidance and recommendations for efficient and effective organization of Active Directory configurations pertaining to end-user workstations.
- Support team to provide basic to complex support for mobile devices, including mobile device operating system functionality (iOS, Android, Windows Phone) and fundamental mobile device applications.
- Track and maintain workstation equipment inventory.
- Typically, requires minimum of 5 to 7 years of experience.
- Requires advanced knowledge within a specific discipline typically gained through extensive work experience and/or education.
- Experience working with Microsoft Client Operating systems Win10/Win11 in an operational support/administrative function.
- Experience working with Microsoft Office applications in an operational support/administrative function in a mid to large organization.
- Experience supporting Cisco AnyConnect and security products on macOS and Windows like Tanium, Crowd Strike, Symantec Endpoint, Microsoft Defender, Nessus, FireEye, or other industry standard security products.
- Experience/Exposure to device security policies.
- Experience in creating accurate and concise support documentation/training manual for support and service desk teams.
- Proficient and knowledgeable in Active Directory and related services such as DNS and DHCP including Group Policy, Kerberos, and LDAP.
- Organization Skills required to support large volumes of assets.
We offer a competitive salary range of $31.39 to $43.94 for California, as well as a hybrid work environment that allows you to balance your work and personal life. Our team is dedicated to making a positive impact in the lives of our customers and communities, and we are committed to creating a diverse, equitable, and inclusive environment where all employees can thrive.
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