Client Technology Analyst I/Mobile Support

Departmental Summary:

The IT Services & End User experience department within IT is looking for a Client Technology Technician to join our team. Our department provides critical operations and infrastructure support to the entire BCBSM enterprise. The Client Technology Technician will be responsible for end-user technology support, specializing in mobile devices using the iOS and Android operating systems. 

Departmental Preferences:

• Previous IT user support experience strongly preferred
• Excellent customer service skills
• Hands-on experience with the iOS and Android operating systems (such as iPhone/iPad and Android devices support) 

Deliver and support diversity IT products and services to internal and external end users within the enterprise. Provide maintenance and support for complex client products, peripherals, network and physical moves. Partner with business clients to understand user needs and provide improvement to business processes, resolve problems, and technical solutions. This position is responsible for multiple projects/work initiatives/tasks concurrently as a team member or technical lead.

• Work with business analysts and customers (internal, external, and vendors) to understand user’s client technologies requirements. Provide feedback regarding requirements and provide recommendations.
• Participate or may lead short-term client technologies project/task planning efforts with team members, customers and other IT groups.  Provide input to cost/time estimates.  Document discussion and agreements.
• Coordinate the deployment of new or upgraded images, software and hardware for multiple clients.  Plan and schedule the installation and deployment projects.  Participate in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
• Install and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.  Update configuration management tools.   Develop and document procedures for performing configuration changes, updates and upgrades.
• Provide feedback on new software performance and testing.  Unit tests for new deployments or new components and remediates problems.
• Perform Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed. Research, analyze and recommend the implementation of software or hardware changes to rectify any problems. Create temporary solutions until permanent solutions can be implemented. Coordinate the resolution of escalated application, hardware and software problems. Ensure that all technical resources are available for meetings that include video conferencing. Document and review solutions to common problems and responses for frequently asked questions.
• Develop procedures based on established policies related to Business Continuity & Disaster Recovery development.  Implements contingency plans including reliable backup and restore procedures, as needed.
• Recommend products by researching needs and evaluating corporate standards list.
• Adhere to policies, procedures and standards. 
• Make suggestions for design of standard set of integrated products by recommending hardware and software products to meet client requirements.
• Maintain IT inventory management for all IT equipment and/or software.
• Identify end-user training needs.  Provide on-the-spot training to clients and participate in development of training materials and participate in the development of training materials, as needed.
• Provide coaching and guidance to team members. Other duties may be assigned.
   

"Qualifications" 

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in related field preferred.
• Three (3) years experience in Information Technology required.

OTHER SKILLS AND ABILITIES

• Problem solving skills.
• Customer service skills.
• Written and verbal communication skills.
• Accuracy and attention to detail.
• Ability to work independently, or within a team environment.
• Other related skills and/or abilities may be required to perform this job.