Helpdesk Support Technician

Become a part of our caring community and help us put health first

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 escape 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, elevate 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

• 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 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.

• 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

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

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

Humana values personal identity protection. Please be aware that applicants may be asked to provide their…