Your Role:

IT Service Technician Support - Responsible for support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment. Provides support (via telephone, chat, and in-person), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software and 280 applications. Flex between supporting customer calls/chats and performing on site field services. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to End User IT support. Performs the installation, repair and preventative maintenance of personal computer and related systems. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.

Your Work:

• Flex between supporting customer calls/chats and performing on site(s) field services work for user technical assistance (dependent on demand and customer need)
• Configure, deploy, and support various computers, networking, phones, mobile devices, audio-video, and other equipment and software related to the end-user computing environment Also support PC refresh activities.
• Perform software installation and troubleshooting.
• Communicate and resolve issues in a professional and timely manner.
• Adhere to established SLAs for calls and tickets
• Assist users remotely using BeyondTrust application
• Troubleshoot issues related to Laptop/Desktop, Printers, Active Directory, and other IT applications
• Experience troubleshooting O365 Apps, internet browser, Network, VPN, Operating system, etc
• Documenting processes and maintaining knowledge base articles
• Use of knowledge base to identify solutions to user issues
• Collaborating with internal departments to ensure that IT needs are met
• Escalate, if required, unresolved problems to a higher level of support
• Ability to participate in on-call weekend rotation support
• Ability to lift 40 pounds
• Diagnose & troubleshoot all IT related issues for Desktops, Laptops, Mobiles through remote access. MAC experience a plus.
• Installation, configuration and troubleshooting Office 365 products, Windows 10, Microsoft Authenticator, VPN, wireless, mobility, software deployment
• Troubleshoot issues related to hardware, network connectivity, printers, and software applications
• Working knowledge on Active Directory, group policies, Share drive, DNS, Network Permissions
• Engage service providers to solve other IT infrastructure issues
• Ensure compliance with all BSC policies & procedures in all related areas
• Troubleshooting for known errors and workarounds
• Self-motivated to find solutions to customer issues under guidance from senior members of the team
• Provide support from within the office (this is not a remote position)
• Assist with various projects as needed
• Other duties as assigned

Your Knowledge and Experience:

• 1-2 years of experience in high volume IT Service Desk/Field Services
• Exceptional empathy/customer service/soft skills with a desire to delight our customers with a servant's heart attitude
• Excellent problem-solving skills
• Self-motivated to perform with demonstrated ability to multi-task and produce a high volume of quality output as measured through our ITSM system
• Demonstrated track record as a team player
• KCS practice experience a plus
• Knowledge of using ticketing tools (preferably ServiceNow)

Pay Range:

The pay range for this role is: $ 20.71 to $ 28.99 for California.
Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

About the Company:
Blue Shield of California