Job Description

Join Our Team: Do Meaningful Work and Improve People\xe2\x80\x99s Lives

Our purpose, to improve customers\xe2\x80\x99 lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we\xe2\x80\x99re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.

because we are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

As an IT Technical Support II, you are accountable for the end-to-end technical support for customers and the physical campus. This role troubleshoots and resolves critical issues that frequently do not have standard operating procedures. The ideal candidate has advanced technical troubleshooting and support skills, is highly motivated toward continual improvement, excellent customer service, and effectively uses communication and collaboration skills to coordinate critical issues to resolution. Join us as our approach to technical support is evolving to accelerate our digital experience and enable a hybrid workforce and modern workplace.

This is an on-site position at our Mountlake Terrace campus, working Monday through Friday.

What you\xe2\x80\x99ll do:

• Provide end-to-end technical support for customers and the physical campus.
• Lead the identification, diagnosis, troubleshooting and resolution of issues and events including software, hardware, network, security, platform, configuration management database, and website.
• Configure, deploy and troubleshoot Premera software & hardware (desktops, laptops, thin clients, headsets, webcams & other peripherals) for new and existing employees.
• Assist with the management of CMDB and Service Mapping to ensure an up-to-date and hierarchal view of the environment is continually available.
• Create and drive standards for classification, priority, and documentation for all issues into the ticketing system
• Create and drive troubleshooting guides to successfully support customers effectively and accurately
• Drive continual improvement in team processes, troubleshooting, and customer service
• Proactively identify and escalate widespread and urgent issues that impact our customers
• Use and enhance automation tool/scripts such as PowerShell to drive efficient troubleshooting across the Technical Support teams.
• Create proactive solutions for problems to drive to resolution across engineering and support teams

What you\xe2\x80\x99ll bring:

• A minimum of 3 years\xe2\x80\x99 experience supporting customers or related experience (required)
• Must obtain and sustain an IT Support certificate such as A+ within 12 months of hire (required)
• Advanced troubleshooting skillset
• Advanced customer service skills supporting end-users to resolve technology issues
• Prior on-site tech support experience preferred
• MAC IOS proficiency preferred
• Experience mentoring and training more junior tech support
• Experience working with automated scripting tools, such as PowerShell
• Experience with ServiceNow preferred
• Experience in technology monitoring and observability
• Ability to audit, train and lead request and issue resolution activities in Technical Support teams
• Ability to exercise good judgement and make data driven decisions

What we offer

• Medical, vision and dental coverage
• Life and disability insurance
• Retirement programs (401K employer match and pension plan)
• Wellness incentives, onsite services, a discount program and more
• Tuition assistance for undergraduate and graduate degrees
• Generous Paid Time Off to reenergize
• Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate\xe2\x80\x99s geographic location, market conditions, and specific skills and experience.

National Plus Salary Range: $50,700.00 - $76,100.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

Premera Blue Cross