Help Desk Analyst I (External Support)

Elevance Health • Nashville, TN

19h • Remote

About The Position

The Help Desk Analyst I is responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes. Schedule: Monday-Friday 8:00am-5:00pm CT Location: Virtual - This role enables associates to work virtually full-time, with the exception of required in-person training sessions (when indicated), providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. How you will make an impact: Handles basic technical problems via the telephone and resolves first line customer issues. Logs and manages calls while utilizing the correct procedures. Handles specialized functions including fulfillment and special projects. Make appropriate and timely referrals of any requests that cannot be immediately resolved.

Requirements

• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

Nice To Haves

• 2 years of customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.
• Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.

Responsibilities

• Receiving all telephone or automated requests for IT assistance
• Ensuring that the request or problem is accurately recorded
• Ensuring that the request or problem is fulfilled within established timeframes
• Handles basic technical problems via the telephone and resolves first line customer issues
• Logs and manages calls while utilizing the correct procedures
• Handles specialized functions including fulfillment and special projects
• Make appropriate and timely referrals of any requests that cannot be immediately resolved

Benefits

• We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree