Help Desk Analyst I (External Support)

Elevance Health•Nashville, TN

6d•Remote

About The Position

The Help Desk Analyst I receives telephone or automated requests for IT assistance and ensures requests or problems are accurately recorded and fulfilled within established timeframes. This role handles basic technical problems by telephone, resolves first-line customer issues, logs and manages calls using the correct procedures, performs specialized functions such as fulfillment and special projects, and makes timely referrals for requests that cannot be immediately resolved. The position is virtual full-time, with required in-person training sessions when indicated. Candidates must be within a reasonable commuting distance of the posting location(s), 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 of study and at least 1 year of experience troubleshooting personal computers, computer networking, telecommunications, or configuration management; or an equivalent combination of education and experience.

Nice To Haves

2 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 ensure they are accurately recorded and fulfilled 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.