Helpdesk Support Technician 2

Humana Inc.

Job Overview

Location

Remote Nationwide

Job Type

Full-time

Full Job Description

📋 Description

• 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 fulfill 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.

🎯 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

🏖️ 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

Skills & Technologies

Remote

$44k-60k

Degree Required

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Humana Inc.

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About Humana Inc.

Humana Inc. is a for-profit health and well-being company headquartered in Louisville, Kentucky. Founded in 1961, it provides health insurance, Medicare Advantage plans, Medicaid services, pharmacy benefit management, and clinical care through primary care centers. Serving millions of members across the United States, Humana focuses on integrated care delivery, home health, and wellness programs aimed at improving health outcomes and reducing costs for individuals, employers, and government partners.

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