Service Desk Specialist

September 10, 2024

Blue Cross and Blue Shield of Kansas

Topeka

FULL TIME

As the primary liaison between IT and internal business clients, this role streamlines incident resolution by phone, chat or email while offering technical guidance. Responsibilities encompass incident ticket management, research, resolution, and follow-up. Additionally, this position handles desktop hardware loading and delivery, software installation, and troubleshooting for LAN environments. It may involve preparing Service Desk incident reports and contributing to hardware/software assessments. The role includes on-call duties during evenings and weekends when needed.

This position will be hired at the Service Desk Specialist or Senior Service Desk Specialist.

** This position is eligible to work hybrid (9 or more days a month onsite) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

Why Join Us?

Family Comes First: Total rewards package that promotes the idea of family first for all employees.
Professional Growth Opportunities: Advance your career with ongoing training and development programs.
Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
Trust: Work for one of the most trusted companies in Kansas
Inclusive Work Environment: We pride ourselves on fostering a diverse and inclusive workplace where everyone is valued and respected.

Compensation

$25.58 – $34.70

Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The salary range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive salaries that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

What you’ll do

Facilitate communication across the organization, requiring strong written and verbal communication skills
Deliver Tier 1 and some tier 2 level enterprise service desk support for internal users through phone, email, and chat interactions
Provide incident support for various systems, including mainframe applications, web, network, hardware, software, virtual environment, and telephone systems
Assist other support groups during system outages, changes and upgrades
Log and track all incidents and service requests, reviewing resolutions and following up with customers
Play a pivotal role in our IT Service Management framework, actively participating in and contributing to the Incident, Problem, Change, Knowledge, and Asset Management processes
Support and assist in technologies such as Active Directory, Azure, VMWare and Service Now
Support both internally developed and vendor purchased applications
Manage incoming and outgoing computer equipment inventory, assisting in updating asset management and CMDB
Perform installation, maintenance and repair of desktop, laptop computers and peripherals across the organization (including remote offices) and safely transport computer equipment (up to 30 pounds)
Availability to work weekends and after hours when needed

What you need

High school graduate or equivalent; Associate or Bachelor’s degree in Information Technology or related field and/or industry recognized certifications are preferred
Obtain Support Analyst or Desktop Technician certification through the Help Desk Institute within approximately 1 year of hire
Valid driver's license and qualifying driving record for company automobile insurance

Bonus if you have

Basic understanding LAN, WAN, PCs, printers, networking, web browsers, internet, mainframes, operating systems, and telephone systems
Basic proficiency in Microsoft Office applications

Benefits & Perks

Base compensation is only one component of your competitive Total Rewards package
- Incentive pay program (EPIP)
- Health/Vision/Dental insurance
- 6 weeks paid parental leave for new mothers and fathers
- Fertility/Adoption assistance
- 2 weeks paid caregiver leave
- 5% 401(k) plan matching
- Tuition reimbursement
- Health & fitness benefits, discounts and resources