Help Desk Support Specialist

Job Description
Help Desk Support Service associate will furnishing superlative and courteous 1st level support of Aetna's state of the art, dynamic technological environment via the telephone and remote control.

Fundamental Components
Provide accurate, timely, high-quality, customer-focused assistance and problem resolution services in a professional manner.Escalate issues that can not 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.

Background Experience
1-2 years computer experience.1-2 years customer service experience.

Additional Job Information
Soft Skills - 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.

Education
Associate's degree or equivalent experience

Percent of Travel Required
N/A