Helpdesk Support Technician

Become a part of our caring community

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 fulfill requests remotely and escalates as needed. Responsibilities and tasks include project planning, installing, configuring, upgrading, and troubleshooting computer-related hardware and software components, responding to and resolving customer requests, ensuring customer support expectations, meeting service level requirements, and providing excellent customer service.

• 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, escalates or routes 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 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

• 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

Location/Work Style:
Remote US

• 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.

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  with instructions on how to add the information into your official application on Humana's secure website.

40

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.

$44,900 - $60,200 per year

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)…