Desktop/End User Support Technician

📋 Description

• • As a Desktop/End User Support Technician at Humana Inc., you will be a critical frontline member of our IT support team, dedicated to ensuring the seamless operation of our technology infrastructure for our valued employees.
• • Your primary responsibility will be to maintain, repair, and troubleshoot a wide range of desktop hardware and software packages, addressing technical issues that impact productivity and user experience.
• • This role involves a significant customer service component, where you will interact directly with end-users, providing them with timely and effective technical assistance.
• • You will be tasked with resolving technical problems of moderate complexity, often escalated from first-line support teams, requiring a methodical and analytical approach to diagnostics and problem-solving.
• • Your day-to-day activities will include responding to escalated support requests received via telephone, email, and online ticketing systems, ensuring that all issues are addressed promptly and efficiently.
• • A key aspect of this role is the meticulous documentation, tracking, and monitoring of all reported problems using our applicable systems and tools, which is essential for maintaining accurate IT records and identifying recurring issues.
• • You will also be responsible for providing end-user training on various hardware and software functionalities, empowering our employees to utilize technology effectively and independently.
• • This position requires you to work within defined parameters, adhering to established work expectations and quality standards, while also demonstrating some latitude in prioritizing tasks and managing your time effectively.
• • You will operate under minimal direction, demonstrating initiative and problem-solving skills to independently manage your workload and resolve technical challenges.
• • The role involves following standard policies and practices, with opportunities for interpretation and independent discretion in applying solutions.
• • You will contribute to the continuous improvement of our consumer experiences by ensuring that our internal technology supports our mission of putting health first.
• • This is a remote position based in Florida, requiring you to have the ability to provide a high-speed DSL or cable modem for your home office, with specific speed requirements (25mbps download x 10mbps upload) to ensure optimal performance.
• • Satellite and wireless internet services are not permitted for this role.
• • You must maintain a dedicated, interruption-free workspace to protect sensitive member Protected Health Information (PHI) and HIPAA information.
• • While primarily remote, occasional travel to Humana's offices for training or meetings may be required, demonstrating flexibility and commitment to team collaboration.
• • You will be part of a caring community, contributing to an organization that prioritizes the well-being of its teammates, customers, and the company as a whole.
• • Your work will directly impact the ability of millions of people to achieve their best health by supporting the technology that enables our healthcare services.
• • This role offers the opportunity to grow your technical skills in a dynamic and supportive environment within a leading healthcare organization.
• • You will be instrumental in troubleshooting and resolving issues related to desktop hardware (e.g., PCs, laptops, printers) and software (e.g., operating systems, office productivity suites, specialized applications).
• • This includes diagnosing hardware failures, performing component replacements, and ensuring optimal system performance.
• • For software issues, you will be adept at identifying and resolving problems related to application installation, configuration, updates, and compatibility.
• • You will also be responsible for managing user accounts, permissions, and access controls as needed.
• • The ability to clearly communicate technical solutions to non-technical users is paramount, ensuring a positive and supportive end-user experience.
• • You will contribute to the IT department's knowledge base by documenting solutions and best practices.
• • This role is ideal for someone who is passionate about technology, enjoys problem-solving, and thrives in a customer-focused environment.
• • You will be expected to stay updated on emerging technologies and support trends relevant to end-user computing.
• • Your contributions will directly support Humana's mission of making it easier for people to achieve their best health.
• • This position offers a structured work week of 40 hours, with a competitive pay range of $44,900 - $60,200 per year, depending on experience and qualifications.
• • You will be an integral part of a team that values collaboration, innovation, and a commitment to excellence in service delivery.
• • The role requires a proactive approach to identifying potential issues before they impact users.
• • You will be involved in the setup and configuration of new user workstations.
• • This position demands a strong understanding of network connectivity basics as they relate to desktop support.
• • You will be a key player in maintaining the overall health and efficiency of Humana's end-user computing environment.
• • Your ability to manage multiple tasks and prioritize effectively will be crucial for success in this role.
• • You will be a trusted resource for employees seeking technical assistance and guidance.
• • This role is an excellent opportunity to build a career in IT support within the healthcare industry.