Helpdesk Support Technician

Role overview

Join a customer-focused support team that helps end users with problems involving computers, applications, systems, devices, access, and hardware. In this role, you will use both technical know-how and strong service skills to handle incidents, complete service requests remotely, and escalate issues when needed. The position also includes participation in project planning, installing and setting up hardware and software, performing upgrades, troubleshooting, and helping maintain high support standards.

What you will do

• Investigate and solve technical issues of moderate difficulty.
• Handle support requests received by phone, email, and online channels.
• Record, monitor, and follow up on issues using the relevant systems and tools.
• Work within established policies and procedures while exercising judgement on prioritization and timing.
• Use strong troubleshooting skills to work through complex issues and escalate or redirect them to the correct IT teams when necessary.
• Carry out root cause analysis and create practical checklists to prevent recurring issues.
• Resolve unusual, one-off problems affecting application software and operating systems.
• Write knowledge base content for supported applications and support onboarding/training for new team members.
• Coordinate with external vendors and other support groups to close hardware and software issues quickly.
• Contribute to project planning, customer support improvements, and service-level performance.

Required qualifications

• 2 to 3 years of experience supporting IT help desk operations.
• Strong verbal and written communication abilities.
• Solid problem-solving, multitasking, and time-management skills.
• Comfortable using Microsoft Office applications.
• Genuine interest in helping improve consumer experiences.

Preferred qualifications

• Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Practical understanding of IT systems and functions, along with prior experience in IT preferred.

Additional information

This is a remote position based in the United States. Occasional travel to Humana offices for training or meetings may be required.

For home-based or hybrid home/office associates, the self-provided internet connection must support at least 25 Mbps download and 10 Mbps upload. Wireless, wired cable, or DSL service is suggested. Satellite, cellular, and microwave connections may only be used if approved by leadership. In some cases, Humana may require an internet upgrade if business needs demand it.

Associates working from home in California, Illinois, Montana, or South Dakota receive a bi-weekly payment toward internet expenses.

Humana provides telephone equipment appropriate for the role when required. A dedicated work area without ongoing interruptions is necessary to protect member PHI/HIPAA information.

Applicants may be asked to provide a Social Security Number if it is not already on file. When needed, an email from [email protected] will contain instructions for submitting that information through Humana’s secure application system.

The role follows a 40-hour workweek.

Humana offers a compensation range of $44,900 to $60,200 per year for full-time employment, with pay varying by location and individual qualifications such as skills, knowledge, experience, education, and certifications.

Benefits include medical, dental, and vision coverage, a 401(k) retirement savings plan, paid time off, company and personal holidays, paid parental and caregiver leave, short-term and long-term disability coverage, life insurance, a well-being program, paid volunteer time off, and a 401(k) company match starting after the first full year of employment.

Humana is an equal opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. Employment decisions are based on valid job requirements and include recruitment, hiring, promotion, transfer, compensation, training, and all other employment actions.

About Humana

Humana is a major U.S. healthcare company serving people through its insurance and healthcare services. Its mission is to help individuals, families, military service members, and communities achieve better health by delivering the care and support they need when they need it.