Help desk analyst

SHIFT:
Day Job


SCHEDULE:
Full-time

Be part of an extraordinary team We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change.

Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?
*Position ideally located in Indianapolis, IN but will consider other locations.
**M-F 9am-6pm EST
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.
• Communicate major incidents and outages and lead associated resolution bridge calls.
• Provide Problem Management oversight for root cause analysis and reporting for major incidents and system outages.
• Update and draft knowledge articles and standard operating procedures.

Qualifications

Minimum Requirements:

• AA/AS degree in Information Technology, Computer Science or related field of study and a minimum of 2 years desktop support experience such as hardware/software tools and techniques, networking/telecommunications, applications, configuration management, information technology processes, security processes, escalation procedures and/or request management; or any combination of education and experience, which would provide an equivalent background.

Preferred Qualifications:

• Minimum of 3 years customer service experience strongly preferred.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against COVID-19.

If you are not vaccinated, your offer will be rescinded unless you provide and Anthem approves a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate.

Anthem will also follow all relevant federal, state and local laws. Anthem, Inc.

has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World's Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion.

To learn more about our company and apply, please visit us at Anthem is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

Applicants who require accommodation to participate in the job application process may contact for assistance.


REQNUMBER:
PS68961-US