Excellus BCBS ยท 12 hours ago
Service Desk Analyst II
Latham, NY
Full-time
Hybrid
Mid LevelExcellus BCBS is seeking a Service Desk Analyst to support their IT Help Desk function. This role involves ensuring resolution and triage of IT problems and requests while providing on-call rotation support and on-site coverage as necessary.
Health CareHealth InsuranceNon Profit
Responsibilities
Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution
Provides first-line investigation and diagnosis
Communicates with users, keeping them informed of incident progress, as well as notifying them of upcoming changes or outages
Resolves incidents and/or requests regarding desktop and laptop PCs, virtual desktops, printers, scanners, operating systems, mainframe, web and LAN applications, network issues, remote connectivity, mobile devices, VPN home support, wireless issues and security access problems
Installs and configures standard software and PC drivers remotely
Keeps abreast of all software and hardware used and supported by the organization
Works closely with all IT areas (ex: Security, Network, Systems, Application Development, Desktop) throughout The Lifetime Healthcare Companies
Keeps management and peers informed of "real time" issues and/or problems and completes tasks in a timely manner as per the IT service level agreements
Provides direction and oversees Intern/Contract/Temp help as needed
Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users
Leads smaller size projects as directed by Management
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures
Regular and reliable attendance is expected and required
Performs other functions as assigned by management
Qualification
Required
Associate's degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree)
Demonstrated thorough knowledge of all Microsoft Operating Systems
Demonstrated experience with Active Directory, Outlook, Print Servers, Microsoft Office Professional, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies
Certification relevant to current Operating Systems /Applications supported in the organization (Examples may include A+, Microsoft Certifications, or other End User computing hardware certifications)
Excellent interpersonal skills with a focus on rapport building, listening and questioning skills
Strong written and oral communications skills both technical and non-technical
Highly self-motivated with the ability to present ideas in user-friendly language
Ability to effectively prioritize and execute tasks in a high-pressure environment
Proven analytical and problem-solving abilities and a keen attention to detail
Ability to conduct independent research into a wide range of computing issues as required
Excellent customer service skills
Experience working in a team-oriented collaborative environment
This job requires shift work to ensure appropriate operations of the Health Plan computing environment 24x7x365
Must possess the ability to sit for long periods and view information on computer monitor
Willingness to provide on-call 24x7x365 support, some weekend work
Preferred
Proficient in supporting/troubleshooting all applications and hardware within the organization
Responsible for maintaining the integrity of the Knowledge articles
Ability to mentor other team members as needed, including new hires
Ability to independently properly diagnose and engage resolver groups for higher severity issues
Ability to achieve above average metrics in First Call Fix, After Call, and Call duration
Ability to independently resolve more complex issues requiring detailed systems and applications knowledge
Ability to independently identify trends in issue reporting and come up with preventative solutions or actively engage the proper resolver groups
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Exceptional written and verbal communication skills
Exceptional ability to multitask
Trusted to have full autonomy to deliver predefined accountabilities
Makes decisions requiring significant analysis and interpretation. Including, but not limited to, modifying methods, techniques, and procedures to achieve desired results
Meets personal and company goals
Continues learning and training on new technologies
Benefits
Participation in group health and/or dental insurance
Retirement plan
Wellness program
Paid time away from work
Paid holidays
Company
Excellus BCBS
Excellus BlueCross BlueShield, a nonprofit independent licensee of the BlueCross BlueShield Association, is part of a family of companies that finances and delivers vital health care services to about 1.5 million people across upstate New York.
Founded in 1932
5001-10000 employees
H1B Sponsorship
Excellus BCBS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (18)
2023 (12)
2022 (15)
2021 (17)
2020 (20)
Funding
Current Stage
Late StageLeadership Team
Jeremy Donath
Director, Provider Reimbursement Analytics & Operations
Recent News
Rochester Business Journal
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