Service Desk Specialist

Job description

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas. Why Join Us? Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans. Family Comes First : Total rewards package that promotes the idea of family first for all employees. P aid vacation and sick leave with paid maternity and paternity available immediately upon hire Professional Growth Opportunities: Advance your career with ongoing training and development programs. Dynamic Work Environment: Collaborate with a team of passionate and driven individuals in a work environment that promotes flexibility. Trust and Stability : Work for one of the most trusted companies in Kansas with over 80 years of commitment, compassion and community. Inclusive Work Environment: We pride ourselves on fostering a workplace where everyone is valued and respected. 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 401(k) plan matching up to 5% Tuition reimbursement Health & fitness benefits, discounts and resources Job Summary As the primary contact between internal business clients and the Information Technology division, this role optimizes incident resolution via phone, chat, and email interactions, ensuring efficient service delivery and smooth operations across the organization. Responsibilities include offering technical guidance to end users, fulfilling service requests, managing incident tickets, researching issues, resolving problems, and following up with affected parties. Additionally, this position handles desktop hardware setup and delivery, software installation, and troubleshooting for LAN environments. It may involve preparing Service Desk incident reports and contributing to hardware/software assessments. Service Desk Specialists will rotate through different functions within the Service Desk to maintain comprehensive knowledge of all operations. The role includes on-call duties during evenings and weekends when needed. “This position is eligible to work hybrid or onsite in accordance with our Telecommuting Policy. ” What you’ll do Correspond across the organization utilizing strong written and verbal communication skills. Provide direction and assistance on Tier 1 and some Tier 2 level support for internal users via face-to-face, phone, email, and chat interactions. Administer incident management for various systems, including mainframe applications, web, network, hardware, software, virtual environments, and telephone systems. Monitor services, troubleshoot issues, and escalate incidents as necessary, assisting other support groups during system outages, changes, and upgrades. Log and track all incidents and service requests, review resolutions and follow up with customers, while identifying and reporting incident trends for escalation to Problem Managers. 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. Administer and assist in Active Directory and Azure administrative tasks. Provide guidance with respect to virtual environments (such as VMWare or Citrix), internally developed applications, and vendor-purchased applications. Follow and uphold corporate information security policies, standards, and guidelines for access control (i.e., mainframe, multifactor authentication, and privileged access). Assist with incoming and outgoing computer equipment inventory, updating asset management and CMDB. Perform installation, maintenance, and repair of desktop and laptop computers and peripherals across the organization (including remote offices), safely transporting computer equipment (up to 30 pounds). Maintain documentation and operating procedures for the Service Desk. Attend coordination, planning, and problem resolution meetings as needed. Stay updated on technological changes, software releases, and project developments affecting business services. What you need Knowledge/Skills/Abilities: Basic understanding LAN, WAN, PCs, printers, networking, web browsers, internet, mainframes, operating systems, and telephone systems. Basic proficiency in Microsoft Office applications. Proven ability to collaborate effectively within a team-oriented environment. Exceptional verbal and written communication skills, including telephone etiquette and interpersonal abilities. Capable of maintaining a professional demeanor and communicating effectively in high-pressure situations. Strong organizational skills with the capacity to work independently. Proficient in diagnosing and resolving common IT issues. Demonstrated critical thinking and logical problem-solving abilities. Willingness to work weekends and after-hours as required or scheduled. Possession of a valid driver's license and a qualifying driving record for company automobile insurance. Education and Experience: High school graduate or equivalent required; associate or bachelor’s degree in IT or related field preferred IT industry recognized certifications preferred HDI Support Center Analyst (HDI-SCA) certification must be obtained within 18 months Physical Requirements May require extended periods of sitting or standing Requires manual dexterity to operate standard office equipment Must be able to lift up to 30 pounds May require occasional overnight travel to field offices Compensation Non-Exempt 1 3 $ 27.08 - $ 33.8 0 Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation 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 wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts. Our Commitment to Connection and Belonging At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law. Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.