Desktop Support Engineer

Profile

Description

The Desktop/End User Support Engineer 1 maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Desktop/End User Support Engineer 1 work assignments are often straightforward and of moderate complexity, and will be expected to work at a white-glove/C-Suite level of support when needed.

Responsibilities

The Desktop/End User Support Engineer 1 researches and resolves technical problems of moderate to difficult complexity, typically escalated from first line support teams. White-glove/C-Suite technical support will be required when called for. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Understands own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.

Required Qualifications

IT/Desktop Support Certification.

Experience in both Mac/Windows operating environments.

Minimal of 3 years of technical experience in a Desktop/End User Support role.

Experience in researching and resolving technical problems of moderate to difficult complexity, typically escalated from first line support teams.

Experience in white-glove/C-Suite support of executives as it relates to their IT needs.

Experience with video-conferencing equipment (Cisco/Polycom/Tandberg, etc.)

Experience in responding to escalated telephone, email and on line requests for technical support.

Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.

Strong verbal and written communications skills.

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