Help Desk Analyst II

Elevance Health; Indianapolis (IN); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading health company in Indianapolis seeks a Help Desk Analyst II responsible for resolving hardware and software issues. The role requires an AA/AS degree in IT or related fields and at least 2 years of desktop support experience. Strong customer service skills are preferred. Enjoy a hybrid work environment and competitive benefits including paid time off, medical, and wellness programs.

Benefits

Paid Time Off

401(k) + match

Stock purchase plan

Wellness programs

Qualifications

• Minimum of 2 years desktop support experience.
• Knowledge of hardware/software tools and techniques.
• Understanding of networking/telecommunications.
• Familiarity with information technology processes.

Responsibilities

• Receive phone requests and log/manage calls.
• Analyze requests for root causes and resolve problems.
• Provide guidance to less experienced technicians.
• Handle specialized functions such as Security Administration.

Skills

Customer service experience

Education

AA/AS degree in Information Technology, Computer Science or related field

Job description

Position Title

Help Desk Analyst II

Job Description

A proud member of the Elevance Health family of companies, Carelon Behavioral Health, formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.

Location: This role requires associates to be in-office 3-5 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

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 an accommodation is granted as required by law.

The Help Desk Analyst II is responsible for analyzing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate.

How You Will Make an Impact

Primary duties may 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.

Minimum Requirements

Requires an 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 Skills, Capabilities, and Experiences

• Customer service experience strongly preferred.

Job Level

Non-Management Non-Exempt

Job Family

IFT > IT Infrastructure & Support

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.

Equal Employment Opportunity

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 may contact [e-mail] for assistance. 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.