Desktop/End User Support Technician

Humana

Desktop support technician resolving escalated hardware, software, and connectivity issues for Humana, a U.S. healthcare company.

Posted 8/18/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $44,900 - $60,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support for desktop hardware, software applications, and operating systems while ensuring compliance with security and support procedures. Capable of troubleshooting complex issues and maintaining high customer satisfaction through effective communication and problem resolution.

Highest-signal resume keywords

Desktop SupportTechnical SupportTroubleshootingCustomer ServiceTicket Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Desktop Hardware SupportSoftware Application SupportOperating System TroubleshootingIncident DocumentationService Request Tracking

Soft Skills

Communication SkillsProblem-Solving SkillsTime Management

Tools & Technologies

Ticketing SystemsSupport ToolsOnline Support Channels

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

End User SupportService DeskTechnical IssuesCustomer SatisfactionPHI/HIPAA Compliance

About the role

Key responsibilities & impact

Provide technical support for desktop hardware, software applications, operating systems, mobile devices, printers, and peripheral equipment
Research, troubleshoot, and resolve moderately complex technical issues escalated from first-level support teams
Respond to escalated support requests through telephone, email, chat, ticketing systems, and online support channels
Diagnose system, application, hardware, and connectivity issues and implement appropriate solutions
Document incidents, service requests, troubleshooting steps, and resolutions in ticketing and support systems
Track, monitor, and manage support cases through resolution while providing timely customer updates
Escalate complex issues to appropriate technical teams and coordinate resolution efforts
Install, configure, maintain, and support desktop hardware, software, and related technology solutions
Assist with workstation deployments, upgrades, equipment replacements, and technology refresh initiatives
Provide end-user guidance and training on supported technologies, applications, and best practices
Ensure compliance with security, asset management, and technology support procedures
Contribute to knowledge articles, process documentation, and continuous improvement efforts
Maintain customer satisfaction through effective communication and issue resolution

Requirements

What you’ll need

High School Diploma, GED, or equivalent work experience
Less than 3 years of experience in Desktop Support, End User Support, Technical Support, Service Desk, or a related IT support role
Experience troubleshooting and resolving moderately complex technical issues, including issues escalated from first-level support teams
Experience supporting desktop hardware, software applications, operating systems, and related end-user technologies
Experience responding to technical support requests through phone, email, ticketing systems, and online support channels
Experience documenting, tracking, and monitoring incidents and service requests using support tools and ticket management systems
Basic understanding of desktop operating systems, hardware components, software installation, and troubleshooting methodologies
Strong customer service, communication, and problem-solving skills
Ability to prioritize workload and manage multiple support requests in a fast-paced environment
Ability to work independently while following established policies, procedures, and support standards
Understanding of organizational goals and commitment to exceptional customer and end-user experiences
Passion for contributing to continuous improvement of consumer experiences
Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home or hybrid home/office work
Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information

Benefits

Comp & perks

Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Paid time off
Company holidays
Personal holidays
Paid parental leave
Paid caregiver leave
Short-term disability
Long-term disability
Life insurance
Work-from-home arrangement
Occasional travel to Humana offices for training or meetings