Blue Cross Blue Shield of North Dakota Hiring for Helpdesk Specialist (Fargo, ND Office) at Fargo, ND  Full Time

All about us

You likely know us as an insurance company, but that’s just a portion of what we do. Hundreds of thousands of North Dakotans trust us to provide them with personalized service and unmatched access to care. It’s a mission we take seriously.

We also work with entities throughout the state to challenge the cost and complexity of health care in North Dakota. This uncompromising goal requires caring, innovative people who are ready and willing to help create a new level of health and well-being in North Dakota and beyond.

Work environment

This opportunity is an in-office work arrangement out of our Fargo, North Dakota office.

Pay information

Pay Level: 018

FLSA Category: Non-Exempt – Hourly

A day in the life

The Helpdesk Specialist is responsible for providing first-level troubleshooting and moderately complex technical support services to employees. This position analyzes problems by using diagnostic tools and experience, resolves new and recurring service incidents and interprets and troubleshoots problems.

Your responsibilities will include

• Diagnoses moderately complex computer errors, mobile and peripheral devices and troubleshoots computer software, hardware, networking issues.
• Provides a central point of contact to report and resolve all disruptions of IT services in accordance with Service Level Agreements (SLA).
• Answers all incoming calls in a professional, courteous, and timely manner.
• Provides a known solution and resolution of incidents and performs additional troubleshooting steps using various tools.
• Determines next level of support and routes unresolved ticket accordingly.
• Monitors the resolution of all registered incidents, including the closure process.
• Completes IT service catalog requests, providing a source of advice and guidance for IT services.
• Tracks hardware inventory volumes and submits quote requests to replenish inventory.
• Assists with shipping/receiving of IT equipment for remote employees.
• Installs, adds and/or removes hardware, software, and access to IT resources. Deploys and installs approved desktop, mobile and peripheral devices, and related software.
• Logs, documents, categorizes, and prioritizes incidents accurately and efficiently into incident tracking software.
• Assists new employees by initiating first contact and guiding them through the equipment setup process including initial login, password change, and Multifactor Authentication process.
• Collaborates with appropriate stakeholders to ensure IT equipment is either commissioned or decommissioned in a timely manner.
• Communicates the status of outages by broadcasting messages to customers, including critical outages other plans. Maintains ongoing communication with technical support through various means to assess current incident status.
• Performs documentation new or modified packages, products, equipment, or systems.
• Discovers, evaluates, and eliminates problems resulting from installation, user error or system malfunctions, including basic networking and connectivity issues.
• Logs changes to assets, ensuring configuration management database inventory is accurate.
• Works on a rotating weekly schedule of night and weekend after-hours support. Participates in a routine schedule for support to ensure 24 hour, 7-day week availability.
• Performs work under general supervision. Handles moderately complex issues and problems and refers more complex issues to higher-level staff.

What you need to succeed

• Associate’s degree in IT, Computer Science or related.
• 3 years of help desk, desktop support, technical support or related experience.
• Ability to problem solve, find resolutions and think analytically through different situations.
• Customer service and interpersonal communication skills when working with internal customers.
• Have a task and goal orientated mindset when working through varying tasks and priorities.
• Be a team player who wants to be part of a collaborative and customer centric team!

Equivalent combination of education, experience or training determined to be acceptable by Human Resources may be substituted, unless regulated by contract or program standards

Benefits and perks

• Wellness incentives including well-being lifestyle spending accounts, employee assistance program and employee discounts.
• Encouraged paid time off including paid holidays and flexible holidays to use as you wish.
• 16 hours of paid volunteer time with a $200 donation to a charity of your choice upon completion of all volunteer hours.
• Employee recognition, community initiative events and yearly company outings.
• Workplace flexibility offering different options for working arrangements and the freedom to make time for important commitments.
• Our core benefits include health, dental, vision and life insurance, short-term and long-term disability and paid parental leave.

Equal opportunity employment

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity.

For questions, please email .

This job posting will be closed 4/19/2024 at 8:00 a.m. (CT). No further applications will be considered.