Technology Support Specialist II

Position Purpose:

Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.

What You'll Do:

• Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.

• Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprised of changes in technology and processes by ensuring knowledge and documentation is current and centralized.

• Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.

• Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.

• Perform other job-related administrative duties as needed.

Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.

To Qualify for This Position, You'll Need:

This position requires a clearance which requires U.S. citizenship to obtain.

Required Education:

• Bachelor's degree in a job-related field

Degree Equivalency:

• Associate's degree and 2 years job-related work experience

OR

• 4 years job-related work experience

Required Skills and Abilities:

• Strong customer service skills.

• Good problem-solving skills.

• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.

• Understands basic technical problems and solutions in relation to the business environment.

• Understands the industry's business systems and processes.

Required Software and Tools:

• Proficient computer skills: able to maneuver through commonly used applications and systems used in the industry.

We Prefer that You Have:

• Understanding of onboarding processes and new user setup procedures

• Experience using ServiceNow, including generating reports within the platform

• Proficiency with SharePoint and Microsoft 365 applications

• Skilled in utilizing Azure Administration tools

• Ability to diagnose and resolve connectivity issues with remote access tools such as Citrix, VPN, and Remote Desktop Protocol (RDP)

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have access and opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Our comprehensive benefits package includes:

• 401(k) retirement savings plan with company match

• Subsidized health plans and free vision coverage

• Life insurance

• Paid annual leave - the longer you work here, the more you earn

• Nine paid holidays

• On-site cafeterias and fitness centers in major locations

• Wellness programs and a healthy lifestyle premium discount

• Tuition assistance

• Service recognition

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who qualify with prioritization given to those candidates who demonstrate the preferred qualifications.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilitiesand protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.comor call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's moreinformation.

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