Help Desk Analyst I (External Support)

Elevance Health, Inc.; United States; Remote; USD 36,000 - 60,000; Full time

Job summary

Elevance Health, Inc. is seeking a remote Customer Support Associate to provide first-line technical assistance via phone and online channels. You will log calls, follow established procedures, and route complex requests to the appropriate teams.

Preferred candidates have a diploma or related field and at least one year of PC/networking experience; two years in customer service are a plus. The role emphasizes problem resolution, careful ticketing, and collaboration with fulfillment projects.

Qualifications

• Diploma or related field and minimum 1 year experience with PCs, networking, or configuration management troubleshooting.
• 2 years of customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.

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

Phone support

Customer service

Technical troubleshooting

Call logging

Referral handling

Education

Diploma or related field

Job description

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:

DIPLOMA 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.

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.