Desktop/End User Support Technician 3

Profile

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.

Responsibilities

The Desktop/End User Support Technician 3 researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Required Qualifications

2 or more years experience as a Desktop/End User Support Engineer

Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams.

Experienced responding to escalated telephone, email and on line requests for technical support

Experienced documenting, tracking, and monitoring the problem using applicable systems and tools. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas.

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Bachelor's Degree in Computer Science

Additional Information

Will report to the Manager, Desktop/End User Support, IT SCS - End User Technology

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com