Desktop/End User Support Technician

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $44.9k - $60.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 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