Desktop/End User Support Technician 4

Profile

Description

The Help Desk Support Technician works as part of a team to provide Tier 1 technical support to Conviva's end users and clinicians for issues with hardware and software.

Responsibilities

The Desktop/End User Support Technician 4 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 regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology. Works within broad guidelines with little oversight.

Required Qualifications

High School Diploma

2 - 4 years of technical experience

1 - 5 years of leadership experience

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

Scheduled Weekly Hours

40

Company info

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