Sr Executive Support Engineer - Technical.ly

Sr Executive Support Engineer

CareFirst |  Baltimore, MD, United States | Ops / PM

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

We’re looking for a Senior Level, Unified Executive Support Engineer – Join the revolution in health care IT

We’re working on “the big picture” of the future of health care information technology, and what we do touches the lives of millions of people.  Today, we’re looking for a top Senior Unified Communication Engineer who wants to be change-maker, while working together to build a leaner approach and really make an impact in our IT Infrastructure Engineering team and our success. At CareFirst BlueCross BlueShield, you’ll have the opportunity to influence the direction of health care.

Working here means collaborating across teams, influencing change and providing clear communication as you support the technology needs of senior executives and their executive assistants. They will ensure that the technology needs of the senior executives are met through solutions that are well constructed, well communicated and operating properly. Responsible for 2nd level technical guidance for staff members and the coordination of service provided by the IT Operations for executive support.

This position also requires the efficient utilization of all desktop and wireless hardware and software tools as directed by the UCS Manager.  The Unified Communication executive support engineer will interface daily with other IT technical staff and customers, will be working on assignments, and delivering services and support related to all areas of executive support. Research and document new software and hardware in support of service request and project assignments.  Provide complete customer service to all clients, prompt and effective troubleshooting, resolution and documentation of all assigned problems and service request.   Project management, tracking and status updates.

PRINCIPAL ACCOUNTABILITIES:

  • Executive Staff Support.  Provides support for the technology needs of the senior executives and their executive assistants. Ensures that the technology needs of the senior executives are met through solutions that are well constructed, well communicated and operating properly.
  • Conducts 2nd and 3rd level support for all trouble calls reported to the Service Desk related to executive and UCS support. Responds or resolves hardware and software problem within required SLA’s. Service Request are completed within required SLA, this function entails the physical movements of data equipment, as well as installation of new desktop hardware, software, various desktop peripherals and wireless devices.  Verifies that all new hardware/software meets the CareFirst standard requirements and is MS compatible.  Documentation and administrative functions of this job is required to be update trouble calls, service request and communication to associates on the status of their request daily.  Providing quality service and communications to all levels.
  • Customer service – identifies and meets all levels of support for heartbeat and day-to day setting customer expectations.  Ensures post service follow-ups, customer services and communication to all concerned.  Attend client meetings and make recommendation of Client Technology platform for Client Services.  Provide communication back via status reports on projects assigned.  Maintain a highly professional relationship with both internal and external clients.
  • Research current technology through self-training. Provides instructions to peers and staff on technology changes and guidance.  Keep abreast of current technology through a combination of research, formal and Self-training.   Coordination’s with vendors, clients and other its members on testing and new technology.

This position is subject to a Level 6C security requirement which includes but is not limited to, information confidentiality, HIPPA, Sarbanes Oxley and code of conduct policies

You’ll need to and be prepared to work on…

  • Excellent customer service skills and must possess good interpersonal skills and communication skills (both verbal and written) with strong organization and time management skills, and good analytical skills.
  • Troubleshooting and prioritization skills are very important, ability to think outside the box with high level knowledge of multiple PC, MAC hardware platforms and operating systems, troubleshooting, prioritization and escalation skill and knowledge of Ethernet network topologies, network protocol such as IP, and network communication equipment.
  • Ability to troubleshoot cable problems and use communication tools, such as cable testers, and crimp tools and must have experience working in a networked PC environment using shared resources and experience in support of multi-platform environments including mainframe and Unix-based systems.
  • Be self-motivated and adaptable to change and function effectively in a team environment with knowledge and understanding of project management and the ability to coordinate assigned projects. Ability to produce detailed, accurate technical documentation, and project manages.
  • Have the ability to work independently or as a member of a large team related project, change, release management using Teamtrack, with expertise in client device performance and benchmarking, Application Virtualization.
  • Have ability to support Wireless technology and mobile computing, to produce detailed, accurate technical documentation, and project management and be self-motivated and adaptable to change, while adapting to a fast and changing IT environment – able to multitask.
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.  Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.   Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

BASIC QUALIFICATIONS:

  • Minimum three years’ experience in providing desktop and technology support services to senior executives and staff and five years of user support experience, troubleshooting hardware and software problems required.
  • Professional experience with current Windows OS, Apple OS and hardware, Microsoft Office365.
  • Experience managing projects, particularly those impacting end users in a large enterprise support environment that is distributed.
  • Professional experience with VOIP, mobile technologies preferred.

PREFERRED QUALIFICATIONS:

  • Microsoft training on Desktop Essentials and working towards other Microsoft Certificates with latest version of Microsoft Office and software integration.
  • Desktop Virtualization experience.
  • Prior technical project management experience

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The associate must frequently talk and hear.  Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Onsite Gym
  • Vision
  • Wellness Programs
Parental Benefits
  • Family Medical Leave
  • Generous Parental Leave
  • Mother Rooms
Perks & Discounts
  • Casual Dress
  • Special Discounts
Professional Development
  • Online Trainings
  • Tuition Reimbursement
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays

Describe the culture at CareFirst.

The culture is one of continuous learning. We are working to create tomorrow’s health plan — one that puts the service and security of our members first. Member security drives every decision we make as a company. We’re always looking at how and where we can improve our digital infrastructure. We’re open to creativity.

 

What are some of the ways you empower employees to make a difference at CareFirst? 

We believe that each of us has an opportunity to make a difference in our roles and the community.

For the past two years, the company has held an enterprise-wide event to advance diversity, equity and inclusion in our workplace and communities called the Week of Equity and Action. Through this, CareFirst associates participate in virtual trainings and community activations that reaffirm the company’s commitment to empathy, understanding, diversity, inclusion, equity and belonging. In 2019, associates collectively volunteered more than 10,000 hours of time with and for more than 30 non-profit organizations. This included assembling more than 5,000 personal hygiene care kits for individuals experiencing homelessness and packing nearly 14,000 infant bundles and 345,000 diapers for families in need. This year, due to COVID-19 restrictions, the Week of Equity and Action included 38 virtual workshops hosted by associates and external speakers; opportunities for associate to share their talents through skills based volunteering sessions with 70 non-profit organizations; and strategic partnerships with minority, women, Veteran and/or LGBTQ-owned businesses in the community.

CareFirst has taken intentional steps to encourage associates to continue conversations and action around diversity, equity and inclusion, including increased trainings and resources, leadership coaching, the launch of a Diversity, Equity and Inclusion Council, and increased internal and external communications to ensure associates feel supported in the workplace.

 

What qualities do you look for in tech job candidates?

Overall, we look for people who want to be part of something bigger than themselves. Individuals with a service mindset and a community focus, as well as the requisite technical skills and expertise.

 

How has hiring been affected since COVID-19?

We’re happy to say that hiring has been business as usual. We’ve onboarded 800 people since March, 2020.

For 2021, we aim to grow our tech workforce by 15%, with a focus on developers in cyber security, data science, UX and EPMO, as well as technical and non-technical project and product managers for next gen government programs.

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