Help Desk Analyst I (External Support)

Elevance Health•Nashville, TN

4d•Remote

About The Position

The Help Desk Analyst I receives telephone or automated requests for IT assistance, ensures requests and problems are accurately recorded, and works to fulfill them within established timeframes. This role provides first-line technical support, manages and logs calls according to procedures, handles specialized fulfillment functions and projects, and refers requests that cannot be resolved immediately. The position is virtual full-time, except for required in-person training sessions when indicated. Candidates must be within reasonable commuting distance of the posting location unless an accommodation is granted as required by law. The schedule is Monday through Friday, either 8:30 a.m.–5:30 p.m. CT or 9:00 a.m.–6:00 p.m. CT.

Requirements

An AA/AS degree in Information Technology, Computer Science, or a related field, and at least 1 year of experience with personal computers, computer networking, telecommunications, or configuration management troubleshooting; or an equivalent combination of education and experience.

Nice To Haves

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

Responsibilities

Receive telephone or automated requests for IT assistance and accurately record and fulfill requests or problems within established timeframes.
Handle basic technical problems by telephone and resolve first-line customer issues.
Log and manage calls using the correct procedures.
Handle specialized functions, including fulfillment and special projects.
Make appropriate and timely referrals for requests that cannot be immediately resolved.