Helpdesk Support Technician 2

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.

• 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

Preferred Qualifications

• 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

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$44,900 - $60,200 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.