.. a variety of clerical and patient support duties including scheduling, Receptionist, telephone, data input, and exam room and medical chart preparation. Works .. Required Fingerprint Clearance Card - State Have a current Fingerprint Clearance card, or within seven (7) working days after employment shall apply and .. read more
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy.AZ Blue offersa variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This position is hybrid within the state of AZ only. This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona.
PURPOSE OF THE JOB- As an IT Field Service Engineer, you will provide technical support to customers by installing, configuring, resolving, and repairing IT equipment both in-person and remotely. This includes all company-owned equipment such as laptops, smartphones, printers, telework devices, and medical devices. You will also install, deploy, and support applications and software on workstations, provide hardware, software, and telecommunications equipment training and support to all users, and ensure all specialized computer needs are met. Additionally, you will use automated application delivery and PC management suite for software/asset management, maintain an inventory of all equipment, and monitor and ensure optimal performance and security on all computers.
REQUIRED QUALIFICATIONS
Required Work Experience
Experience in computer technology or information systems
- Level 1: 2 years
- Level 2: 3 years
- Level 3: 4 years
- Level 4: 5 years
- Level 5: 7 years
Experience troubleshooting computer hardware, software, printers, and peripheral devices
- Level 1: 2 years
- Level 2: 3 years
- Level 3: 4 years
- Level 4: 5 years
- Level 5: 7 years
Experience with basic Network technologies, configuration and topologies
- Level 1: 1 year
- Level 2: 2 years
- Level 3: 3 years
- Level 4: 5 years
- Level 5: 7 years
Experience deploying software to desktops/ servers using automated software deployment tools
- Level 2: 1 year
- Level 3: 2 years
- Level 4: 3 years
- Level 5: 5 years
Required Education
- High-School Diploma or GED in general field of study (All Levels)
Required Licenses
- Driver license with acceptable driving record
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
Experience in computer technology or information systems
- Level 1: 3 years
- Level 2: 5 years
- Level 3: 7 years
- Level 4: 8 years
- Level 5: 10 years
Experience troubleshooting computer hardware, software, and networks
- Level 1: 2 years
- Level 2: 4 years
- Level 3: 6 years
- Level 4: 7 years
- Level 5: 8 years
Experience deploying software to desktops/servers using automated Hardware and deployment tools
- Level 1: 1 year
- Level 2: 3 years
- Level 3: 4 years
- Level 4: 5 years
- Level 5: 7 years
Experience in project management
- Level 1: 1 year
- Level 2: 1 year
- Level 3: 2 years
- Level 4: 3 years
- Level 5: 5 years
Experience with end user training on equipment and new technology
- Level 1: 1 year
- Level 2: 3 years
- Level 3: 4 years
- Level 4: 5 years
- Level 5: 7 years
Experience with profile management
- Level 3: 1 year
- Level 4: 2 years
- Level 5: 3 years
Preferred Education
- Bachelor's degree in computer science, Information Systems, Business, or related field (All Levels)
Preferred Licenses
N/A
Preferred Certifications
- CompTIA Network+
- Microsoft MCSA, MCSE, MCSM Certification, or exams toward certification
- Certifications: CCA, VCP, MCSA, MCSM, A+
Level 1 - Entry-level role; Performs job functions under close supervision or peer review
- Provide tier-three support for service desk calls
- Assist with the setup of technology in new care centers and supporting care center staff
- Ensure the smooth and reliable operation of software and systems supporting care center staff
- Travel to care centers frequently for new equipment setup, support of the care center staff and to ensure technical operations are running smoothly
- Troubleshoot and determine causes of operating errors and resolve or escalate issues
- Analyze information and evaluate results to ensure appropriate resolutions to problems
- Refer hardware problems or defective product information to lead when necessary
- Assist in installing and testing software applications, including operating systems, on all hardware platforms, following system design and installation specifications
- Process hardware phases of user access for new, existing, and terminated employees
- Provide information to management and co-team members by telephone, in written form, e-mail or in person
- Responsible for completion of assigned projects including meeting deadlines; provide documentation for procedures
- Refer hardware problems or defective products to vendors or technicians for service
- Perform initial troubleshooting of medical devices in the care centers, engage appropriate team for resolution, track and report status to care center team members
Level 2 - Performs job functions with general supervision and peer review
- Research, analyze, track and resolve more complex problems
- Make repairs on computer equipment per manufactures warranty and specifications
- Process hardware phases of user access for new, existing, and terminated employees
- Perform downloads and load software as needed to support users and LAN
- Maintain consistency with company policy for both hardware and software
- Work as a team member in implementing and supporting open systems and the corporate technology
- Participate on small to medium scoped projects
- Refer hardware problems or defective products to vendors or technicians for service
Level 3 - Performs job functions with moderate supervision
- Plan, prepare, order, install and setup equipment to support new care centers and care center staff
- Research, analyze, track and resolve moderately complex problems; review related information to develop and evaluate options and implement solutions
- Install and test software applications, including operating systems, on all hardware platforms
- Assist in developing training procedures and conduct training programs for co-team members and any other division members deemed necessary (e.g., Service Desk).
- Ensure the department leverages internal tools and applications effectively
- Participate on or lead small to medium scoped projects
- Research and prepare evaluations of hardware. Analyze needs and product requirements and submit recommendations to management for review
- Develop programs, time estimates, and project schedules based on prioritization and business requirements
- Make repairs on computer equipment per manufactures warranty and specifications
- Refer hardware problems or defective products to vendors or technicians for service
Level 4 - Performs job functions in a lead capacity
- Facilitate and/or create new procedures and processes that support advancing technologies or capabilities
- Research, analyze, track and resolve complex problems
- Follow processes for workflow, incident and change management where deviation from accepted practice is required
- Monitor service and incident requests and initiate requests as appropriate to help reduce number of calls
- Make repairs on computer equipment per manufactures warranty and specifications
- Refer hardware problems or defective products to vendors or technicians for service
- Use experience and seasoned judgment to suggest approaches that optimize customer needs, business constraints, and technological realities
- Assist in the ongoing monitoring of all aspects of the network to insure optimal performance and security
- Evaluate high-level project information and assess project components to forecast work effort required
- Participate and/or lead large- or complex-technical projects
- Create complex ad-hoc reports for internal usage and external usage
- Research and prepare evaluations of hardware. Analyze needs and product requirements and submit recommendations to management for review
- Act as primary operational contact for internal and external customers when needed / in the absence of manager
- Ensure Service Level Agreements between department and operational or technical areas are met
- Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams; Provide timely feedback to team member on performance
- Inform manager of issues impacting department performance including system, resource, and informational barriers
- Work on projects or new initiatives to propose and design, configure, implement and test strategic IT system solutions to address complex technical and business requirements
- Research and prepare evaluations of hardware. Analyze needs and product requirements and submit recommendations to management for review
- Provide documentation of configuration, maintenance plans, and project updates to appropriate areas
- Develop training procedures and conduct training programs for co-team members and any other division members deemed necessary (i.e., Service Desk).
- Notify users of major upgrades and changes including any necessary instructions
- Partner with Employee Development to coordinate end user training for new products
ALL LEVELS
- Support each business area/clinic as needed.
- Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
- Stay current on new developments in technology-related industries
- Participate in corporate quality programs
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements, including travel to other work areas.
- Perform all other duties as assigned
REQUIRED COMPETENCIES
Required Job Skills (Applies to All Levels)- Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
- Advanced PC and Printer proficiency
- Install and perform repairs to hardware and peripheral equipment following design or installation specifications
- Basic proficiency in spreadsheet, database, flow charting, and word processing software
- Working knowledge of Windows Deployment Server (WDS)
- Working knowledge of AD (Active Directory)
- Advanced knowledge of computer operating systems
- Knowledge and experience within profile management
- Strong analytical skills to support independent and effective decisions
- Ability to document, research, track, and resolve user inquiries and problems
- Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
- Perserverance in the face of resistance or setbacks
- Effective interpersonal skills and ability to maintain positive working relationship with others
- Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Systems research and analysis. Ability to write and present business documentation. (Applies to Level 4)
- Demonstrated ability to stay current on hardware trends and innovations
- Experience working with and managing third parties (Applies to Levels 3 - 4)
- Ability to maintain confidentiality and privacy
- Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
Required Leadership Experience and Competencies
- Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 4)
- Build synergy with a diverse team in an ever-changing environment. (Applies to Level 4)
PREFERRED COMPETENCIES
Preferred Job Skills (Applies to All Levels)- Knowledge of HIPAA regulations
- Advanced proficiency in spreadsheet, database, flow charting, and word processing software
- Advanced Knowledge of WDS
- Expert knowledge of computer operating systems
- Advanced knowledge of active directory
Preferred Professional Competencies (Applies to All Levels)
- Advanced systems research and analysis expertise
- Impeccable project management skills
- Solid technical ability and problem-solving skills
- Knowledge of internal departments and operations
Preferred Leadership Experience and Competencies (Applies to Level 4)
- Ability to provide mentoring and peer review to junior team members
- Ability to build lesson plans and deliver lessons to junior team members
Our Commitment
AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.