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The Help Desk Support Technician provides support to end users for computer, application, system, device, access and hardware issues. Utilize technical experience and customer service skill to assist end users to resolve incidents and fulfil requests remotely and escalate as needed.
The Help Desk Support Technician:
- Identifies, researches, and resolves technical problems of moderate complexity.
- Responds to telephone, email and online requests for technical support.
- Documents, tracks, and monitors the problem using applicable systems and tools.
- Decisions are typically focus on interpretation of area/department policy and methods for completing assignments.
- Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
- Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
- Has excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
- Performs root cause analysis, develops checklists for typical problems and recommends procedures and controls for problem prevention.
- Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems.
- Creates Knowledge Base articles for applications supported and assists with new hire training of new team members.
- Works with multiple vendors and other Support Groups to resolve hardware and software issues in a timely manner.
Use your skills to make an impact
Required Qualifications
- 2-3 years of IT Help Desk Support experience
- Effective verbal and written communication skills
- Effective problem-solving skills, multi-tasking, and time management skills
- Proficient in use of Microsoft Office products
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
- Associate's or Bachelor's Degree in Computer Science, Information Technology or a related field
- Understanding of IT systems and functions with preferred previous work experience in the IT field
Additional Information
Location/Work Style: Remote US
Why Humana?
At Humana, we know your well-being is important to you, and it's important to us too.
- Work-Life Balance
- Generous PTO package
- Health benefits effective day 1
- 401K - Excellent company match starting after first full year of employment.
- Well-being program
- Paid Volunteer Time Off
Work at Home Guidance
To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service must meet the following criteria:
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
- Satellite, cellular and microwave connection can be used only if approved by leadership.
- Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
- Humana will provide telephone equipment appropriate to meet the business requirements.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
- Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Pay Range
$44,900 - $60,200 per year. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
About us
Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.