Help Desk Support (Aetna)

Help Desk Support Service Associate

Our IT professionals create best-in-class solutions that integrate technology, information and business processes. They keep applications, systems, networks and processes up and running so employees, members, providers and plan sponsors stay connected with needed tools and information. Will provide outstanding customer service to our business customers in the area of distributed desktop support (helpdesk support, desktop and server) in addition to implementing and supporting new technology and tools for users, while contributing to the profitability and success of the company.

Provide accurate, timely, high-quality, customer-focused assistance and problem resolution services in a professional manner. Escalate issues that can’t be solved at Tier I level support (i.e., hardware failure, etc.) and respond to customers within a designated timeframe with resolution/outcome. Responsible for password resets in various environments/applications (i.e., Mainframe, Network, Midrange). Troubleshooting and triage of various propriety & non-Aetna applications, including X IDs. Provide printer support for a cross various platforms including VPS, CICS & desktop. Provide general network administration functions including use of drive mapping and pinging servers. Understanding how to work within desktop operating systems (i.e. how to add shortcuts, use Windows Explorer, find files). Responsible for identifying server problems and determining severity and impact to business customers, and escalating to appropriate AIS area. Familiarity with RAS and ability to walk a customer through initiating a call using the appropriate dial/remote access facility (i.e. Local Aetna number, NRA4, PAL, VPN, Broadband). Ensure the customer business needs are met while adhering to corporate standards and meeting service level agreements. Ability to put the customer at ease and take control of the conversation/problem. Works periodic overtime with short notice - some weekend hours required when business needs demand.

Participates on rotational page coverage (2 to 3 weeks per year). Builds and maintains effective relationships within the help desk, other help desks and all customers.

Possesses general understanding of the types of services Aetna provides.

1-2 years computer experience.

1-2 years customer service experience.

Ability to exhibit excellent customer service skills in a professional manner, and ability to put the customer at ease and take control of the conversation/problems. In-depth knowledge of Microsoft Office products required. Strong analytical skills to effectively resolve or escalate customer's problems. Interact with customers and other levels/areas to resolve issues. Must effectively communicate technical information to non-technical audiences.