Desktop/End User Support Technician

Profile

Description

The IT Support Specialist - is responsible for technical support of internal and external clients. Specialist identifies, researches, and resolves technical problems across the organization, responding to telephone calls, email and personnel requests for technical support. The Specialist engages with developer, database, QA, and other IT and Business Operations Staff to troubleshoot, resolve and/or triage internal software, hardware, data, connectivity, and other support-related issues. Tracks and monitors technical issues to ensure timely resolutions. Documents thoroughly in the ticketing system and updates the support procedures, troubleshooting knowledge base and other support-related documentation.

Responsibilities

End user support team is looking to fill a seat providing technology support to internal and external customers, with an opportunity to have a real impact keeping those customers satisfied. Working with hardware, software and telecommunications the team provides first level direct support and intermediate escalation to help keep business operations running smoothly. Some of the technologies you'll deal with daily are Windows 10, Cisco VPN, Microsoft Office 365, Microsoft Exchange, SQL Server, Windows Server, Adobe products, SCCM, Active Directory, Avaya telecommunication products and more. You'll have an opportunity to support our internal applications and grow your troubleshooting skills as you work with various escalation teams as well. Must be energetic with a genuine drive to learn.

Essential Duties and Responsibilities


Provide professional, accurate and timely responses for all requests using established troubleshooting procedures to identify and resolve technical issues and client requests including software and peripheral installations and configurations, remote system access provisioning and connectivity issues including: VPN, Mobile devices, VDI (Virtual Desktop Infrastructure), RSA 2-Factor authentication, Microsoft365 and similar systems.
Provide support for Electronic data-transfer and interface systems including, user administration, client onboarding, systems monitoring, troubleshooting, initial triage and escalation of internal and external clientend-user issues
Responsible to perform routine maintenance and daily operational monitoring under general supervision. This includes project ownership, equipment procurement, desktop deployment using OSD (SCCM), executing on asset and inventory management processes, token provisioning, system/network monitoring, track accurate and timely updates in the Track-It Enterprise ticketing/asset system, provide analysis reports on applications, systems, security access, hardware, and other related entities, as necessary.
Collaborate with the Interface, Infrastructure, Development, Business Applications, Account Management, users and vendors to investigate operational, hardware and telecommunications issues and projects. Carry out necessary tasks to implement resolution.
The IT Support Specialist will also educate end users and peers on systems and be responsible to create and maintain procedures and related documentation.
Participate in the IT on call support rotation.
Problem solving and troubleshooting as needed for client medication interface systems
Ability to provide systems administration support in Active Directory, account security, file and print, virtualization (VMware), system access.
Must be a team player with good interpersonal, communication, presentation, problem resolution and collaborative skills.
Ability to interact professionally with multiple levels of personnel within the organization internally and externally.
Perform other duties as required.
Effective verbal and written communication skills are a must.
Outstanding time management and organizational skills to work in a multi-task, fast-paced environment with minimal supervision. Must be able to prioritize and meet deadlines.


Required Qualifications


Knowledge of commonly used information technology concepts, practices, and procedures
Remote support and/or off-hours on-call support are required.
Problem solver with an analytical thought process
Experience andor ability to support 24 x 7 environment (Call Center Environment helpful)


Education and/or Experience:


3-6 years of experience in systems support andor technical operations.
Knowledge of Pharmacy or healthcare operations andor Electronic Data Interface support helpful


Computer Skills


Knowledge of Active Directory, Group Policy, Windows 10
Experience with VPN configuration (i.e., AnyConnect)
Exposure tounderstanding of Microsoft Exchange Administration, Office 365, Office 2016
Working knowledge of TCP/IP, DNS, DHCP
Exposure to SQL Database queries
Experience with Mobile Computing devices


Preferred Qualifications


Bachelor's Degree in Computer Science
Knowledge of VMWare 6.x or above; vSphere, vCenter, VMware Horizon Virtual Desktop Infrastructure (VDI)
Knowledge of Windows Server 2012, 2016 IIS (Internet Information Services) and associated Web services
Microsoft Systems Center Configuration Manager (SCCM)
Project implementation experience


Additional Information

Why Humana?

At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:


Work-Life Balance
Generous PTO package
Health benefits effective day 1
Annual Incentive Plan
401K - Immediate company match
Well-being program
Paid Volunteer Time Off
Student Loan Refinancing


If you share our passion for helping people, we likely have the right place for you at Humana!

COVID Vaccination Policy

Humana and its subsidiaries require vaccinated associates who work outside of their homes to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Work-At-Home Requirements

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
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.
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.


Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number if it is not already on file. When required, an email will be sent from **** with instructions to add the information to the application at Humana's secure website.

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Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

Company info

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