Job Description:
• Provide technical support for desktop hardware, software applications, operating systems, mobile devices, printers, and peripheral equipment
• Research, troubleshoot, and resolve moderately complex technical issues escalated from first-level support teams
• Respond to escalated support requests through telephone, email, chat, ticketing systems, and online support channels
• Diagnose system, application, hardware, and connectivity issues and implement appropriate solutions
• Document incidents, service requests, troubleshooting steps, and resolutions in ticketing and support systems
• Track, monitor, and manage support cases through resolution while providing timely customer updates
• Escalate complex issues to appropriate technical teams and coordinate resolution efforts
• Install, configure, maintain, and support desktop hardware, software, and related technology solutions
• Assist with workstation deployments, upgrades, equipment replacements, and technology refresh initiatives
• Provide end-user guidance and training on supported technologies, applications, and best practices
• Ensure compliance with security, asset management, and technology support procedures
• Contribute to knowledge articles, process documentation, and continuous improvement efforts
• Maintain customer satisfaction through effective communication and issue resolution
Requirements:
• High School Diploma, GED, or equivalent work experience
• Less than 3 years of experience in Desktop Support, End User Support, Technical Support, Service Desk, or a related IT support role
• Experience troubleshooting and resolving moderately complex technical issues, including issues escalated from first-level support teams
• Experience supporting desktop hardware, software applications, operating systems, and related end-user technologies
• Experience responding to technical support requests through phone, email, ticketing systems, and online support channels
• Experience documenting, tracking, and monitoring incidents and service requests using support tools and ticket management systems
• Basic understanding of desktop operating systems, hardware components, software installation, and troubleshooting methodologies
• Strong customer service, communication, and problem-solving skills
• Ability to prioritize workload and manage multiple support requests in a fast-paced environment
• Ability to work independently while following established policies, procedures, and support standards
• Understanding of organizational goals and commitment to exceptional customer and end-user experiences
• Passion for contributing to continuous improvement of consumer experiences
• Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home or hybrid home/office work
• Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information
Benefits:
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company holidays
• Personal holidays
• Paid parental leave
• Paid caregiver leave
• Short-term disability
• Long-term disability
• Life insurance
• Work-from-home arrangement
• Occasional travel to Humana offices for training or meetings