Helpdesk Support Technician 2

Humana

2d•Remote

About The Position

Become a part of our caring community and help us put health first The Help Desk Support Technician 2 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. Involvement in project planning; installing, configuring, upgrading, and troubleshooting of computer-related hardware and software components, responding to and resolving customer requests; team leadership to ensure customer support expectations are addressed in accordance with policy, meeting service level requirements and providing excellent customer service. The Help Desk Support Technician 2: 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

Requirements

2-3 years of technical 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

Nice To Haves

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

Responsibilities

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.
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.

Benefits

Work-Life Balance
Generous PTO package
Health benefits effective day 1
Annual Incentive Plan
401K - Excellent company match
Well-being program
Paid Volunteer Time Off
medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance and many other opportunities