Senior Service Desk Specialist

As the senior point of contact between internal business clients and the Information Technology division, this role leads the optimization of incident resolution through phone, chat, and email, ensuring high-level service delivery and operational continuity. The Senior Specialist provides advanced technical guidance, manages complex service requests, oversees incident ticket workflows, conducts in-depth issue research, and ensures thorough resolution and follow-up. Additional responsibilities include coordinating desktop hardware provisioning and delivery, performing advanced software installations, and executing high-level LAN troubleshooting. The role may also involve preparing detailed incident reports, contributing to strategic hardware/software evaluations, and mentoring junior team members. Senior Service Desk Specialists rotate through specialized functions to maintain expert-level knowledge across Service Desk operations and are expected to fulfill on-call duties during evenings and weekends as needed.

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

Why Join Us?

• Family Comes First: Total rewards package that promotes the idea of family first for all employees.
• Professional Growth Opportunities: Advance your career with ongoing training and development programs.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
• Trust: Work for one of the most trusted companies in Kansas
• Stability: 80 years of commitment, compassion and community

Compensation

$30.11 - $35.80

Non exempt grade 14

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The salary range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid.  All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive salaries that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

What you’ll do

• Communicate effectively across all levels of the organization using advanced written and verbal skills.
• Lead Tier 1 and provide Tier 2 technical support to internal users via face-to-face, phone, email, and chat, offering expert-level guidance.
• Oversee incident management across diverse systems including mainframe applications, web platforms, networks, hardware, software, virtual environments, and telephony.
• Proactively monitor services, troubleshoot complex issues, and escalate incidents as needed, supporting cross-functional teams during outages, upgrades, and changes.
• Manage the full lifecycle of incidents and service requests, ensuring accurate logging, resolution tracking, customer follow-up, and trend analysis for escalation to Problem Managers.
• Serve as a key contributor to IT Service Management processes, including Incident, Problem, Change, Knowledge, and Asset Management.
• Perform advanced administrative tasks in Active Directory and Azure environments.
• Provide expert support for virtual platforms (e.g., VMWare, Citrix), internally developed applications, and third-party software.
• Enforce corporate information security policies and access control standards, including mainframe, multifactor authentication, and privileged access protocols.
• Oversee Service Desk participation with inventory processes for computer equipment, ensuring accurate updates to asset management systems and CMDB.
• Execute installation, maintenance, and repair of desktop and laptop systems and peripherals across all locations, including safe transport of equipment up to 30 pounds.
• Maintain and enhance documentation and operating procedures for the Service Desk.
• Participate in planning, coordination, and problem resolution meetings, offering senior-level insights.
• Stay current with technological advancements, software updates, and project developments impacting business services.

Knowledge/Skills/Abilities

• Solid understanding of LAN/WAN infrastructure, PCs, printers, networking, web browsers, internet protocols, mainframes, operating systems, and telephone systems.
• Proficient in Microsoft Office applications.
• Demonstrated ability to collaborate effectively in a team-oriented environment.
• Excellent verbal and written communication skills, including professional telephone etiquette and interpersonal effectiveness.
• Ability to maintain composure and communicate cle