• 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 escalate 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, escalate 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
• 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
• Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required

Scheduled Weekly Hours

• 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
• 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

• 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
• 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
• The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting

The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc $44,900 - $60,200 per year

• Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being
• Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work

Among our benefits, Humana provides 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