Service Desk Support, Intermediate

About the Role

The IT Service Desk delivers customer-focused support by using IT service management tools and self-service and automated solutions. Reporting to the IT Supervisor, the Service Desk Support Analyst provides remote technical support for computer, network, software, and peripheral issues in an advanced network environment.

Responsibilities

• Follow established security, governance, and risk management requirements while delivering technical support.
• Provide telephone and chat support, diagnostics, and troubleshooting for computers, network services, and related peripherals used by local and remote users.
• Provide end-user support and general training for commercial and internally developed software.
• Maintain accurate case status updates and provide operational metric reports to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.
• Meet established productivity, quality, and service-level targets.
• Support customer satisfaction goals through accurate, timely, and professional service.
• Create and maintain clear, accurate knowledge articles.
• Serve as a subject matter expert for assigned critical business functions and services.
• Perform other duties as assigned.

Qualifications

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience required.
• 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow preferred.
• Basic knowledge of and troubleshooting experience with Microsoft 365 applications required.
• Experience supporting macOS devices strongly preferred.

About Us

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors. Stellarus is part of a family of organizations overseen by a nonprofit corporate entity named Ascendiun, which also includes Blue Shield of California, Blue Shield of California Promise Health Plan, and Altais.

Our Values

At Stellarus, our core values of agility, trust, drive, courage, and service shape our approach to developing innovative product offerings.

Our Workplace Model

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days per week. Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

Physical Requirements

Office Environment - roles involving part to full-time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of the work day.

Pay

Pay Range for California: $23.91 to $33.47
Pay Range for Bay Area: $26.95 to $37.73

Note: This range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Salaries are based on candidate experience, location, and current employee salaries for similar roles.

Job Locations: El Dorado Hills, CA, Long Beach, CA, Lodi, CA, Oakland, CA, Rancho Cordova, CA, Woodland Hills, CA