IT Support Representative

Blue Cross and Blue Shield of Louisiana

IT Support Representative resolving level two problems for customers via phone and email. Providing guidance and maintaining documentation to enhance customer satisfaction for Blue Cross Blue Shield of Louisiana.

Posted 5/20/2026full-timeRemote • Louisiana • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

Resolves level two problems presented by our customers through direct telephone, self-service and email contact.
Resolving service incidents with little or no assistance from management or support staff.
Proactively identify and deliver coaching/training opportunities on incoming calls, support tickets and e-mails, and provide guidance to IT Support Analyst to promote growth.
Look for opportunities to enhance and improve customer's satisfaction.
Create and maintain support documentation for department and communications to customers.
Handles problems that first tier support is unable to resolve and escalates more complex problems to higher level technician or supervisor to quick resolution of more complex problems.
Provides second level phone support for all IT Service incident/requests by recording and tracking all calls using Service Desk Application to ensure effective operations.
Identifies opportunities and recommends methods to improve customer service and work processes.
Assists in design and implementation of quality improvement initiatives on departmental and organizational levels.
Interviews users to gather the necessary information about problems and provides problem analysis and diagnosis in order to resolve or direct to the appropriate support group.
Assists the team in resolution of issues to ensure effective operations and resolution.
Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals.

Requirements

What you’ll need

High School Diploma or equivalent is required
A specialized technical school education or associate degree in related field is a preferred.
2 years of experience supporting computer systems is required
Knowledge of information technology principles is required
Experience using problem management database and help desk systems
Technical knowledge relating to PC hardware and software MS-Windows (Win10) and MS-Office suite is required
Sound working knowledge of network concepts including, TCP/IP, DNS, and LAN/WAN concepts
Knowledge of ITIL best practices is desired.
ITIL Foundation Certification is a plus
Demonstrated skills in problem recognition, research, isolation, resolution and follow-up steps are required
Excellent oral and written communication skills are required due to the high amount of direct customer contact and the need to continually communicate with both customers and internal support staff
Must be proficient in developing troubleshooting scripts and knowledge documents
Ability to organize and prioritize multiple projects relating to resolving customer issues
High level of patience, empathy, and courtesy are required to deal with customers and their problems
Excellent listening skills are required to effectively understand the problem that is being presented verbally
Demonstrated ability to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability required
Must have demonstrated ability to judge severity of problems and use discretion in obtaining services as needed.
Technical Certifications are preferred (i.e. MCP, A+, etc.)

Benefits

Comp & perks

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

problem management databasehelp desk systemsPC hardwareMS-WindowsMS-Office suitenetwork conceptsTCP/IPDNSLAN/WANtroubleshooting scripts

Soft Skills

problem recognitionresearchisolationresolutionfollow-uporal communicationwritten communicationorganizationprioritizationempathy

Certifications

ITIL Foundation CertificationMCPA+