IT Support Specialist II

Capital Blue Cross•Harrisburg, PA

About The Position

Provides technical support to the Plan's end user community in the use of available Desktop Services (DS) products, client/server software, application/system upgrades, fax and web solutions. Provides the following support services: assistance in product use, problem resolution, installation of hardware and software, Moves, Adds, Changes (MACs), interface with vendors when necessary. Provide remote or on-site support for desktops, laptops, mobile devices, telephones, printers, video conferencing, asset management systems, tablet devices, and software applications, as required. Provide first and second level technical support to all areas within CBC and its Subsidiaries. Maintain consistent quality and conform to written standards in all manner of work, Take an active lead role working on projects, department related task, and helping to coordinate team assignments/tasks. Operate in a manner which seeks out issue resolution, using data, reporting, and automation. Provides support in areas of monitoring and maintaining systems, applications, assets, and updates often without being requested. Ability to learn new skills and technologies as the business needs require. Ability to operate ITIL based processes and workflows.

Requirements

Technical understanding and 5 years’ work experience in the configuration, setup, testing, and deployment of desktop hardware to include: desktops, tablets, laptops, desktop and network printers, tablets, and miscellaneous peripheral equipment installed within the Plan.
Ability to communicate effectively and professionally both verbally and in writing with all levels of internal/external personnel in order to respond to customer problems and present technical concepts to audiences of all levels.
Demonstrates strong analytical and problem solving skills in a desktop support environment to accurately and efficiently identify, analyze, troubleshoot, and respond to complex problems while supporting customers.
Ability to prioritize and complete assignments independently, meet deadlines, and manage multiple changing priorities in a dynamic work environment.
Ability to be flexible and react appropriately to changing job assignments, work hours, work environments and work locations.
Consistently demonstrates a positive and supportive attitude with both internal and external users in order to provide 2nd level technical support in the use of desktop support products.
Technical understanding and 1 year work experience with Microsoft Windows sysprep.
Technical understanding and 1 year work experience administering Windows Group Policy (GPO).
Technical understanding and five years’ work experience in the use of various desktop software applications (i.e., Windows 10 and higher, Microsoft Office Suite of Products, Crystal Reports, Sophos, ServiceNow, Oracle, Sybase, Virtual Systems, MS System Center, cloud-based systems, etc) along with any Desktop and/or Mobile hardware platforms deployed and maintained by the company, along with subsidiaries.
Reporting and BI Knowledge - ability to gather data, analyze, and report data relevant to supporting Desktop Services.
Scripting / Automation - ability to create scripts/code to automate tasks and functions.
Familiar with the CBC business environment and organizational functions in order to effectively support end user requirements.
A minimum of 5 years’ work experience in a desktop computing support environment, a Bachelor’s Degree or two years post high school education, or a combination of work experience and education.
Bachelor’s Degree or two years post high school education, or a combination of work experience and education.
Ability to work a rotating, flexible work schedule. Scheduled hours anytime between 7:00am and 5:00pm. Occasional work on weekends and evenings. Periodically required to provide 24-hour on-call support to end-users.
Light work involving significant periods of standing, walking, talking, hearing, bending, kneeling, grasping, reaching, keying and sitting. Involves lifting 20 - 70 lbs. to lift and assemble computer hardware. Work requires visual acuity to perform close inspection of written and computer-generated documents as well as a PC monitor. Working environment includes typical office conditions.
Travel between CBC Facilities and its subsidiaries is required periodically, as needed.

Responsibilities

Configures, installs, moves and maintains DS hardware and software products (i.e., databases, spreadsheets, project management, word processing, desktop publishing, operating systems, E-mail, desktops, laptops, virtual devices, mobile devices, phones, and printers, etc.).
Asset Management - prevent loss/shrinkage of hardware, data, and software assets. Conform to standards and assist with all methods and procedures to assist with asset management. Maintenance of computer and computer-related systems. Imaging, Deploying, and Troubleshooting, and Updating systems all to department and company standards.
Provides technical support to end users in use of available DS products and assists in problem resolution. Interfaces with vendors when necessary. Assisting office and retail workers with the operation of their computer systems and software applications. Testing of computers, hardware and software ensuring that systems are functioning properly. Physical setup of computer and software systems for various applications and programs. Maintenance of computer and computer-related systems.
Develop and Maintain Automation of Processes and Procedures on all platforms and systems with purpose of minimizing or eliminating manual tasks. Reporting/Monitoring - consistently reviewing and seeking information to allow for dashboarding, reporting, and analytics of relevant data to assist with department functions, tasks, and responsibilities.
Coordination of computer maintenance with other Information Technology professionals.
Maintains knowledge of technology through research and attendance at vendor seminars, professional associations, external training, and user group meetings. Training staff and familiarizing them on how to use computer hardware and software systems.
Work on automation, data analysis, data reporting, and other tasks which will improve efficiencies. Work to eliminate manual tasks in all aspects of the departments roles and functions.
Carrying out other duties as may be requested by management and/or peers delegated Project-level and/or Administrative-level responsibilities.
Performs administrative functions to systems and asset management software maintained by Desktop Services. This includes maintaining maintenance schedules, inventory, reports, and patch/release level of the products. Performs key functions related to Asset/Client Server Administration, GPO management via Active Directory, desktop image management, and package distribution to the Desktop infrastructure.
Writes and maintains documentation of Desktop Services procedures and knowledge.
Conducts research on products available from vendors, prepares recommendations for purchase of products, and maintains good vendor relationships to ensure prompt and accurate problem resolution. Reviews product information from various publications, conferences, seminars, classes, local user group meetings, and online resources.
Capable of leading small to medium-sized projects with the Desktop Services Unit.