Help Desk Analyst I (External Support)

The Elevance Health Companies, Inc.; Nashville (TN); Remote; USD 42,000 - 65,000; Full time

Job summary

Elevance Health is seeking a Help Desk Analyst I (External Support) to provide first-line IT assistance to associates via phone and remote channels. The role emphasizes accurate ticketing, timely resolution, and escalation as needed, with an emphasis on customer service and IT fundamentals.

The position supports a hybrid/virtual work approach, with in-person training where required, and requires an AA/AS in IT or related field plus practical tech experience.

Qualifications

• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

Responsibilities

• Handles basic technical problems via the telephone and resolves first line customer issues.
• Logs and manages calls while utilizing the correct procedures.
• Handles specialized functions including fulfillment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved.

Skills

Customer service

SD tools

PC hardware

Networking basics

Education

AA/AS in IT or related field

Tools

Help desk software

ITIL knowledge

Job description

Help Desk Analyst I (External Support)

Anticipated End Date: 2026-11-30

Position Title: Help Desk Analyst I (External Support) Job Description: The Help Desk Analyst I is responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.

Schedule: Monday-Friday 8:30am-5:30pm CT or 9:00am-6:00pm CT

Location: Virtual - This role enables associates to work virtually full-time, with the exception of required in-person training sessions (when indicated), providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

How you will make an impact

• Handles basic technical problems via the telephone and resolves first line customer issues.
• Logs and manages calls while utilizing the correct procedures.
• Handles specialized functions including fulfillment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved.

Minimum Requirements

Requires an AA/AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences

• 2 years of customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.
• Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.

Job Level

Job Level: Non-Management Non-Exempt Workshift: Job Family: IFT > IT Infrastructure & Support

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

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.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health 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 should submit the following form: Accessibility Accommodation Request Form and a member of the team will be in contact.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

Join our Talent Community and stay connected with company news, information, and future job opportunities.

Fueled by our bold purpose to improve the health of humanity, we are transforming from a traditional health benefits organization into a lifetime trusted health partner.Our nearly 100,000 associates serve approximately 100M+ people, at every stage of health. We address a full range of needs with an integrated whole health approach, powered by industry-leading capabilities and a digital platform for health.

Elevance Health 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 should submit the following form: Accessibility Accommodation Request Form and a member of the team will be in contact.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.

Please visit the Contract Worker Community Page. Elevance Health is an Equal Opportunity Employer/Disability/Veterans.