Client Technology Analyst I/Mobile Support

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    "ExternalDescriptionStr": "<p><u>Departmental Summary:</u></p><p>The IT Services &amp; End User experience department within IT is looking for a Client Technology Technician to join our team. Our department provides critical operations and infrastructure support to the entire BCBSM enterprise. The Client Technology Technician will be responsible for end-user technology support, specializing in mobile devices using the iOS and Android operating systems.&nbsp;</p><p><u>Departmental Preferences:</u></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\">Previous IT user support experience strongly preferred</li><li style=\"margin-bottom: 0in;\">Excellent customer service skills</li><li style=\"margin-bottom: 0in;\">Hands-on experience with the iOS and Android operating systems (such as iPhone/iPad and Android devices support)&nbsp;</li></ul><p margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">&nbsp;</p><p margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\"><strong>Deliver and support diversity IT products and services to internal and external end users within the enterprise. Provide maintenance and support for complex client products, peripherals, network and physical moves. Partner with business clients to understand user needs and provide improvement to business processes, resolve problems, and technical solutions. This position is responsible for multiple projects/work initiatives/tasks concurrently as a team member or technical lead.</strong></p><ul><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Work with business analysts and customers (internal, external, and vendors) to understand user’s client technologies requirements. Provide feedback regarding requirements and provide recommendations.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Participate or may lead short-term client technologies project/task planning efforts with team members, customers and other IT groups.&nbsp; Provide input to cost/time estimates.&nbsp; Document discussion and agreements.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Coordinate the deployment of new or upgraded images, software and hardware for multiple clients.&nbsp; Plan and schedule the installation and deployment projects.&nbsp; Participate in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Install and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.&nbsp; Update configuration management tools.&nbsp;&nbsp; Develop and document procedures for performing configuration changes, updates and upgrades.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Provide feedback on new software performance and testing.&nbsp; Unit tests for new deployments or new components and remediates problems.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Perform Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed. Research, analyze and recommend the implementation of software or hardware changes to rectify any problems. Create temporary solutions until permanent solutions can be implemented. Coordinate the resolution of escalated application, hardware and software problems. Ensure that all technical resources are available for meetings that include video conferencing. Document and review solutions to common problems and responses for frequently asked questions.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Develop procedures based on established policies related to Business Continuity &amp; Disaster Recovery development.&nbsp; Implements contingency plans including reliable backup and restore procedures, as needed.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Recommend products by researching needs and evaluating corporate standards list.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Adhere to policies, procedures and standards.&nbsp;</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Make suggestions for design of standard set of integrated products by recommending hardware and software products to meet client requirements.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Maintain IT inventory management for all IT equipment and/or software.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Identify end-user training needs.&nbsp; Provide on-the-spot training to clients and participate in development of training materials and participate in the development of training materials, as needed.</div></li><li><div margin-top:=\"\" 0px;=\"\" margin-bottom:=\"\" 0px\"\"=\"\">Provide coaching and guidance to team members. Other duties may be assigned.<br>&nbsp;</div></li></ul><p>\"<strong>Qualifications</strong>\"&nbsp;</p><p margin-top:=\"\" 0px=\"\" margin-bottom:=\"\" 0px\"\"=\"\"><strong>EDUCATION AND/OR EXPERIENCE</strong></p><ul><li>Bachelor's degree in related field preferred.</li><li>Three (3) years experience in Information Technology required.</li></ul><p margin-top:=\"\" 0px=\"\" margin-bottom:=\"\" 0px\"\"=\"\">&nbsp;</p><p margin-top:=\"\" 0px=\"\" margin-bottom:=\"\" 0px\"\"=\"\"><strong>OTHER SKILLS AND ABILITIES</strong></p><ul><li>Problem solving skills.</li><li>Customer service skills.</li><li>Written and verbal communication skills.</li><li>Accuracy and attention to detail.</li><li>Ability to work independently, or within a team environment.</li><li>Other related skills and/or abilities may be required to perform this job.</li></ul><div>&nbsp;</div><div><i>All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.</i></div>",
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