Become a part of our caring community and help us put health first


The Help Desk Support Professional 2 plays a role in the organization by providing end users with comprehensive support for their computer, application, system, device, access, and hardware issues. This role involves addressing technical problems of moderate complexity through various support channels, including telephone, email, and online requests. The ideal candidate should be able to identify, research, and resolve technical issues efficiently, ensuring smooth and efficient operations within the organization. Must possess experience with web-based and cloud-host applications, including but not limited to SaaS tools.

The Help Desk Support Professional 2 identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.


Use your skills to make an impact


Required Qualifications

• BS/BA in Business, Health Care Administration or a medical discipline or equivalent education and/or experience
• 5 years or more of technical experience.
• Keen verbal and written communication skills
• Proven ability to establish and maintain strong professional, collaborative relationships
• Strong analytical and problem-solving skills, with a systematic approach to diagnosing and resolving issues.
• Proficient in use of Microsoft Office products
• Ability to learn and adapt to new technologies and software, staying current with technological advancements and industry standards.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Information

Key Responsibilities:

• Technical Support:Provide timely and practical support to end users to resolve computer, application, system, device, access, and hardware issues. To offer assistance, utilize various communication channels such as telephone, email, and online platforms.

• Problem Solving:Identify, research, and resolve technical problems of moderate complexity. Employ critical thinking and problem-solving skills to diagnose issues and implement solutions.

• Documentation and Tracking:Accurately document incidents and support requests, track the status of problems, and monitor resolutions using applicable systems and tools. Ensure clear and comprehensive records are maintained for future reference and analysis.

• Compliance and Standards: Understand and adhere to professional concepts, standards, regulations, and operating procedures relevant to the help desk environment. Stay informed about the latest industry practices and technological advancements.

• Decision Making:Make informed decisions regarding approaches and priorities for resolving user issues. Operate within established guidelines, procedures, and regulations, with the flexibility to interpret and apply them, as necessary.

Additional Information

Work-At-Home Requirements

• WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
• Satellite and Wireless Internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Pay Range
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.

$65,000 - $89,500 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits
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.


About us


About Conviva: Conviva Care Centers provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of Humana’s Primary Care Organization, which includes CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health - addressing the social, emotional, behavioral and financial needs that can impact our patients' well-being.

About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humanato take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.