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IT Service Desk Analyst Associate

Arkansas Blue Cross & Blue Shield
United States, Arkansas, Little Rock
601 South Gaines Street (Show on map)
Jan 07, 2025
To learn more about Arkansas Blue Cross and Blue Shield Hiring Policies, please click here. Applicants must be eligible to begin work on the date of hire. Applicants must be currently authorized to work in the United States on a full-time basis. ARKANSAS BLUE CROSS BLUE SHIELD will NOT sponsor applicants for work visas in this position. Arkansas Blue Cross is only seeking applicants for remote positions from the following states: Arkansas, Florida, Georgia, Illinois, Kansas, Louisiana, Minnesota, Mississippi, Oklahoma, South Carolina, Tennessee, Texas, Virginia and Wisconsin. Workforce Scheduling Job SummaryThis position is highly interactive and accountable for serving as the point of contact between IT and end users. This position is responsible for incident resolution by restoring services as quickly as possible or escalation to the appropriate IT resource and incident logging and categorization. This position is also responsible for request fulfillment support and knowledge management, providing users with guidance and support for their IT needs. IT Service Desk Analyst Associate will be responsible for assisting in the incorporation, installation, training, support and coordination of new and ongoing projects that involve several teams. Requirements EDUCATION High School Diploma or equivalent. Bachelor's degree and a minimum of 24 semester hours in computer, analytical, or data-processing related studies. In lieu of degree, five (5) years' relevant experience will be considered. EXPERIENCE IT experience such as data and computer operations desirable. Knowledge of basic troubleshooting of computer hardware and/or software. ESSENTIAL SKILLS & ABILITIES Technical Expertise Customer Service Support Desktop Support Troubleshooting Interpreting Data Analytical Problem Solving Interpersonal Sensitivity Oral & Written Communication Detail-Oriented Highly Organized Deadline Oriented SkillsAnalytical (Inactive), Critical Thinking, Detail-Oriented, Group Problem Solving, Interpersonal Relationships, Oral Communications, Written Communication ResponsibilitiesAssists in coordinating resolution of technical/system incidents reported by end users ensuring incidents are resolved and implemented to agreed standards and timescales., Assists in fulfillment of IT service requests submitted by end users., Completes routine monitoring of mission critical Enterprise applications and may participate in the testing of new applications., Listens, empathizes and has a sense of urgency while ensuring proper and professional interpretation/communication, and recording accuracy to resolve reported incidents., Performs any other job related duties as required., Proactively informs users concerning current or expected errors, new and existing services, change schedules and order procedures., Remains abreast of industry changes and enhancement, as well as product capability and availability., Reviews and appends the knowledge base articles for the end users and the Service Desk to ensure that accurate and up to date information is available for common IT questions, requests, and incidents. CertificationsInformation Technology Infrastructure Library (ITIL) - Loyalist Certificaton Services Security Requirements This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual. Segregation of Duties Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual. Employment TypeRegular ADA Requirements 1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.