Support Desk Specialist

Blue Cross Blue Shield of Michigan•Lansing, KS

About The Position

The Support Desk Specialist assists customers in resolving operating problems and system-related malfunctions involving company operations and automated systems. The role acts as a liaison in developing and maintaining systems and procedures, and works with outside vendors and external customers who use the company’s systems. The specialist also develops or assists with preparing user needs and requirements. The position provides first-level support for client operating systems and application software, maintains Support Desk procedures and the knowledge base, and coordinates with company divisions to understand needs and concerns. It reviews procedures, problem logs, and test results to help ensure systems meet requirements and service levels are achieved. The role also collaborates with Education and Training on potential user-training or systems weaknesses and represents the department on relevant task forces and cross-functional teams.

Requirements

Three to five years of experience in a support center or customer-service-oriented environment.
Minimum MCP certification (Microsoft Certified Professional).
PC proficiency and technical aptitude with excellent analytical skills.
Thorough knowledge of company business software and Support Desk software.
Excellent organizational skills.
Ability to work in a team environment.
Self-motivated and goal-oriented.
Ability to sit, stand, and walk or ambulate.
Ability to lift 10 pounds.

Nice To Haves

Associate’s or bachelor’s degree in Business Administration, Insurance, or Data Processing; equivalent related business experience of three to five years is also stated as an alternative.
MCSE certification.
A+ Certification.

Responsibilities

Direct system support activities related to the Support Desk.
Provide first-level support for client operating systems and application software.
Review changes to Support Desk Manual procedures and audit procedures.
Maintain liaison with company divisions to stay informed about their needs and concerns.
Determine service level agreements with divisions and assign work to ensure service levels are met.
Represent the department on task forces and cross-functional teams that affect the Support Desk.
Work with Education and Training to identify weaknesses in user training or systems.
Develop and maintain Support Desk procedures and the knowledge base.
Analyze problem logs to determine whether new procedures are needed or existing procedures should be modified.
Review test results to ensure systems meet requirements.
Interact with others in a professional manner.
Develop or assist in preparing user needs and requirements.
Serve as a liaison with outside vendors and external customers who use company systems.