[Hiring] Desktop/End User Support Technician 3 @Humana

Role Description

The Desktop/End User Support Technician 3 maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Desktop/End User Support Technician 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

• Researches and resolves technical problems of moderate complexity, typically escalated from first line support teams.
• Responds to escalated telephone, email and online requests for technical support.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques.
• Works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Qualifications

• 2 or more years experience as a Desktop/End User Support Engineer.
• Experienced in researching and resolving technical problems of moderate complexity, typically escalated from first line support teams.
• Experienced responding to escalated telephone, email and online requests for technical support.
• Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Requirements

• Bachelor's Degree in Computer Science (preferred).

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.

Additional Information

• Interview Format: As part of our hiring process, we will be using an interviewing technology called HireVue.
• Work-At-Home Requirements: Minimum download speed of 25 Mbps and upload speed of 10 Mbps is required.
• Employees in specific states will receive a bi-weekly payment for their internet expense.
• Occasional travel to Humana's offices for training or meetings may be required.
• Scheduled Weekly Hours: 40.
• Pay Range: $53,100 - $72,500 per year.