Helpdesk Support Technician

The Help Desk Support Technician 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. I was involved in project planning. I installed, configured, upgraded, and troubleshot computer-related hardware and software components. I responded to and resolved customer requests. As a team leader, I ensured customer support expectations were addressed in accordance with policy. I met service level requirements and provided excellent customer service.

The Help Desk Support Technician:

• 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., To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

SSN Alert Statement

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

Work at Home Requirements To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana’s offices for training or meetings may be required.

Scheduled Weekly Hours

40

• 2-3 years of IT Help Desk Support 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

At Humana, we know your well-being is important to you, and it’s important to us too. That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

• Work-Life Balance
• Generous PTO package
• Health benefits effective day 1
• 401K - Excellent company match starting after first full year of employment.
• Well-being program
• Paid Volunteer Time Off

If you share our passion for helping people, we likely have the right place for you at Humana., 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.