Desktop Support Technician

• The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages.

• Also responsible for customer service and end-user training.

• The Desktop Support performs advanced administrative | operational | customer support duties that require independent initiative and judgment.

• The Desktop Support researches and resolves technical problems of moderate complexity | typically escalated from first line support teams.

• Responds to escalated telephone | email | and online requests for technical support.

• Documents | tracks | and monitors the problem using applicable systems and tools.

• Decisions are typically focused on methods | tactics | and processes for completing administrative tasks | projects.

• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures | processes | and techniques.

• Works under limited guidance due to previous experience | breadth and depth of knowledge of administrative processes and organizational knowledge.

• End-user devices (e.g., desktops | laptop | notebook | tablets).

• System software associated to End-User and Distributed Computing Services.

• Deskside support to End-Users as necessitated by the circumstances of the requester (e.g., Incidents | Service Requests | request of information) and Service Levels.

• Dispatch and monitor break | fix repairs | including services performed by other 3rd party vendors.

• Work is managed and often guided by precedent and/or documented procedures | regulations | professional IMAC Services for hardware and software.

• Tracking of the inventory of in-scope software and hardware as required by Humana following asset management process.

1. Exp in Desktop support /End user support Engg.

2. Comprehensive knowledge of Microsoft Office applications, including Word, OneNote, Excel, and

Visio

3. Experience in Analytical Skills and process documentation

4. Must be passionate about contributing to an organization focused on continuously improving

consumer experiences

5. Experienced documenting, tracking, and monitoring problems using applicable systems and tools.

6. Experienced in researching and resolving technical problems of moderate complexity, typically

escalated from first line support teams., · Previous experience in End user computing/Call Center operations · Experience with the Service now · Intermediate mathematical skills., * High school or equivalent (Required)

Experience:

• Desktop Support: 5 years (Required)
• Microsoft Office applications: 1 year (Required)