PC Technician Support, Advanced at Blue Shield of California

Your Role

The Technology Services and Operations team supporting all end point systems and technology. The Technical Support Specialist will report to the Senior Manager of End Point Field Services. In this role you will be assisting our customers with computer issues either onsite or remotely while providing the highest level of customer experience possible. Other tasks include imaging and deploying systems to customers for both break-fix and refresh for lease returns. Documenting Service Now with the highest quality notes and keep asset tracking system up to date. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building, and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will: 

• Responsible for providing direct installation, diagnostic and problem resolution for all personal computer (PC) hardware, related PC peripheral devices, software, and network services for all BSC employees. Provide guidance and support to team members with the testing, validation and deployment of operating system and application upgrades, patches, etc. 
• Perform and guide others to perform routine to highly complex processes and tasks pertaining to the support of Microsoft Windows and Apple Mac workstations, operating systems and applications that demonstrates a level of experience and professionalism expected from the End User Support team. 
• Perform workstation provisioning tasks, including installation, configuration, and deployment of Microsoft Windows operating systems. Guide others as to the processes and procedures for workstation provisioning and deployment. Install and configure Microsoft Windows applications using manual, stand-alone and automated methods, and tools (e.g., SCCM, Microsoft Intune/Endpoint Manager, and JAMF). 
• Provide support and receive escalations from team members in the use of desktop and laptop workstations, including hardware, operating system, and application troubleshooting/repair. Act as a “Subject Matter Expert” regarding End User Support processes and procedures. Assist team members with escalations to “Level 3” Engineering team and/or appropriate vendors as necessary. Works cross-functionally with teams to improve processes and operational tasks and projects. 
• Utilize tools and applications required for administration of Microsoft Windows workstations, including tools utilized for remote workstation access (e.g., RDP), Microsoft SCCM for application installations, Symantec anti-virus and Enterprise Vault clients, Active Directory for domain binding, group memberships and workstation policy configurations 
• Demonstrate an in-depth understanding of the skills equivalent to the successful completion of CompTIA A+ certification, including Microsoft operating system fundamentals and file systems, as well as TCP/IP fundamentals, including configuration and administration of workstation and printer network connectivity (wired and wireless). 
• Implement, maintain, and troubleshoot workstation file and folder permissions. Provide input and recommendations for the effective administration and management of workstation file and folder permissions, including Local Administrator Rights 
• Demonstrate a strong understanding of Microsoft Active Directory components that pertain to Windows workstations (Organizational Units, policies, group memberships, etc.). Provide guidance and recommendations for efficient and effective organization of Active Directory configurations pertaining to end-user workstations 
• Provide basic to complex support for mobile devices, including mobile device operating system functionality (iOS, Android, Windows Phone) and fundamental mobile device applications. 
• Track and maintain workstation equipment inventory. Provide status and input to demand forecasts to ensure customer equipment requests can always be met

Your Knowledge and Experience

• Requires minimum of 3 years of experience. Vocational or technical education in addition to prior work experience desired. 
• Experience working with Microsoft Client Operating systems Win10 in an operational support/administrative function. Experience working with Microsoft Office applications in an operational support/administrative function in a mid to large organization 
• Experience supporting Cisco AnyConnect and security products on macOS and Windows like Tanium, Crowd Strike, Symantec Endpoint, Microsoft Defender, Nessus, FireEye, or other industry standard security products. Experience/Exposure to device security policies. 
• Experience in creating accurate and concise support documentation/training manual for support and service desk teams. Experienced or willing to learn custom reporting in JAMF, Microsoft Endpoint Manager and SCCM. 
• Experience troubleshooting & supporting iOS & Android mobile MDM/MAM managed devices in regulated environments. Desired. 
• Proficient and knowledgeable in Active Directory and related services such as DNS and DHCP including Group Policy, Kerberos, and LDAP 
• Deep understanding of macOS / MacOS X and iOS platforms. Strong working knowledge and understanding of macOS Catalina and BigSur. In-depth knowledge and experience of troubleshooting and supporting Apple products in corporate environments, preferably in health care settings with focus on security applications.

Pay Range 

The pay range for this role is: $ 28.64 to $ 40.10 for California.

Note 

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

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