Systems Support Analyst I

Blue Cross Blue Shield of Michigan•Lansing, MI

About The Position

Primarily responsible for performing incident management on Enterprise IT equipment, including installation, maintenance, troubleshooting, and repair of hardware and software. The analyst assists and consults with vendors, consultants, subject matter experts, management, and customers on systems evaluation, analysis, and troubleshooting. The role provides support documentation, workarounds, and solutions to customers and peers through training and communication, and maintains customer service through relationship management and actionable follow-through. It builds on the skills and responsibilities of the Systems Support Technician position. Responsibilities may vary by position, and other relevant essential functions may be required. Work is performed in an office environment or in computer rooms, which may be warmer or cooler than normal offices. Travel may be required, and the employee may be called upon after hours, including nights, weekends, holidays, and other shifts, if needed. There is a possible risk of injury when working with electronic equipment, and accepted safety and security procedures must be followed.

Requirements

Associate degree in a computer science field or related business field; combinations of education and experience may be considered in lieu of a degree or certificate.
At least three years of experience working in an IT environment with business systems support, or relevant experience providing the necessary skills, knowledge, and abilities.
At least six months of relevant customer service experience.
Ability to communicate factual and technical information clearly and concisely to people at all levels of understanding.
Ability to organize, prepare, analyze, and interpret data trends to identify and solve problems.
Advanced knowledge of computers and word-processing, spreadsheet, and database software.
Practical knowledge of enterprise applications and their support structures to apply appropriate problem-solving practices and procedures.
Excellent oral and written communication skills.
Current technical and practical knowledge of hardware and software analysis and troubleshooting.
Ability to proofread documents for spelling, grammar, and punctuation accuracy.
Ability to conduct independent research and strong analytical skills.
Ability to work effectively amid shifting demands and changing priorities.
Excellent customer service skills.
General insurance knowledge and general knowledge of business units and insurance operations.
Ability to perform mathematical calculations and statistical reporting.
Ability to transform conceptual information into clear, detailed documentation.
Excellent organizational skills and ability to prioritize work.
Ability to understand and follow safety and security practices.
Ability to move or lift objects weighing up to 40 pounds unassisted.
Ability to type accurately at 40 words per minute.

Nice To Haves

Progress toward at least one industry-recognized operating system or hardware technical certification, such as Microsoft Certified Solutions Associate (MCSA) or CompTIA A+.
Experience working in an IT HelpDesk.

Responsibilities

Respond to and resolve call incidents.
Document client requests in an ITSM Incident System and assign incidents appropriately.
Determine request severity and impact using documented procedures and prioritize workload accordingly.
Provide internal system support to enterprise customers and external support to agent and policyholder customers.
Triage and troubleshoot enterprise client computing devices and peripherals, including mobile devices, tablets, printers, cameras, and projectors.
Resolve incidents primarily through phone support via the incoming ACD/phone system queue.
Manage multiple priorities and meet service-level agreements and deadlines in a high-production environment.
Identify, evaluate, and communicate the impact of changes on information systems, procedures, and workflows.
Develop support documentation and user references for client computing, including materials related to faxing, operating systems, and Microsoft Office applications, as needed.
Maintain current technical and practical knowledge of hardware and software analysis and troubleshooting.
Assist agents and policyholders with company-specific web applications used for policy and claim administration.
Modify and maintain specific end-user application security.
Communicate with external vendors to address hardware and software issues and problem-solving.
Maintain the confidentiality of processed information.