Help Desk Analyst I (External Support)

Elevance Health•Nashville, TN

1d•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. 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. 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.

Requirements

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

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.