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. The analyst supports users by telephone and chat, performs diagnostics and troubleshooting, provides software guidance, maintains ticket updates and operational metrics, and contributes to support procedures and knowledge content. The role works with general direction, exercises independent judgment on moderately complex assignments, and delivers timely, accurate, and accountable results by following approved designs, standards, and knowledge base procedures.

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.

Requirements

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience is required.
• 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, the 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.

Schedule

This role follows a hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each 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.

About Us

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a healthcare experience deserving of their family, friends, and neighbors. Stellarus is part of the Ascendiun Family of Companies, which is overseen by a nonprofit corporate entity named Ascendiun. The family also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan, and Altais, a clinical services company.

Stellarus’ vision is to empower its customers to create a healthcare experience worthy of their family, friends, and neighbors. Its objective is to offer innovative, modern, scalable solutions that challenge the healthcare status quo, closely aligning with Blue Shield of California’s vision of using innovation to improve quality, affordability, and experience for members.

To achieve this mission, Stellarus fosters an environment where all employees can thrive and contribute fully to address the needs of the communities served. The company is committed to creating and maintaining a supportive workplace that upholds its values and advances its goals.

Values

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

Physical Requirements

This role operates in an office environment, involving part- to full-time desk work. Activity level is sedentary for most of the workday.

Pay

Pay ranges for this role:

• California: $23.91 to $33.47 per hour
• Bay Area: $26.95 to $37.73 per hour

Note: The range represents the pay for this and many other positions at Blue Shield that fall into this pay grade. Salaries are based on candidate experience, location (California, Bay Area, or outside California), and current employee salaries for similar roles.