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Description SHIFT: Day JobSCHEDULE: Full-timeYour Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.Responsible for analyzing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate. Essential duties to include, but are not limited to: Receives phone requests, logs and manages calls, utilizing correct procedures
Receives referrals from Help Desk Technicians that cannot be resolved at that level
Analyzes requests for root causes and resolves problems
Suggests process improvements
Provides guidance to less experienced technicians
Takes call on a rotating basis for monitoring system outages
Handles specialized functions such as Security Administration, moves/adds/changes and provides project support
Qualifications HelpDesk Analyst IIRequires Associate's degree; HDI certification; 2-3 years desktop troubleshooting support experience; or any combination of education and experience, which would provide an equivalent background. Excellent customer service skills and general business knowledge required. Intermediate to expert knowledge of hardware and software tools, and techniques; networking; telecommunications; applications, and/or configuration management required. Excellent oral, written and interpersonal communication skills required. Working knowledge of enterprise processes, security processes, escalation procedures and request management required. 3-4 years customer service and IT experience preferred.Helpdesk Analyst IRequires Associate's degree or recognized trade certification; 1-2 years of personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background. 2-3 years customer service experience preferred. Understanding and use of SD toos preferred. Basic to intermediate technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management. Excellent oral, written and interpersonal communications skills required.Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.REQNUMBER: PS43735-US
