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Greater Peoria, IL
Greater Peoria, IL

Lead, Executive Desktop/End User Support



Customer Service
Posted on Wednesday, May 8, 2024

Become a part of our caring community and help us put health first

The Lead Technology Support Specialist enables a reliable technology experience for Humana's senior leaders (C-suite, SVPs, etc.) and their staff members.

The Lead Technology Support Specialist maintains, repairs, and troubleshoots desktop hardware, software packages, and conferencing systems to keep our leaders productive, focused on their critical work and not technology distractions. The Lead Technology Support Specialist works on problems of diverse scope and complexity ranging from moderate to substantial.

The Lead Technology Support Specialist researches and resolves technical problems of moderate complexity. They ensure end-to-end ownership of issues, escalating and engaging technology experts and leaders as required. They exhibit strong communication skills and leadership presence. They create and manage effective, standardized processes and procedures for their team.

This position is for our Arlington, VA (Rosslyn) location and will require travel.

**This role requires a minimum of 25% travel and at times, short notice travel. **

This role will not fund relocation assistance.

Responsibilities Include:

  • Responds to escalated requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools.

  • Exercises independent judgment and decision making on complex issues regarding job duties and related tasks and works under minimal supervision.

  • Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Use your skills to make an impact

Required Qualifications

  • 8 or more years of technical experience.

  • 2 or more years of project leadership experience.

  • 2 years in a Lead or Supervisor capacity for Desktop Support

  • Ability to travel at least 25% of the time and at times, on short notice.

  • Must live within commutable distance to our Arlington, VA office.

  • Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams

  • Experience responding to escalated telephone, email and online requests for technical support.

  • Experience documenting, tracking, and monitoring the problem using applicable systems and tools.

  • Understanding of department, segment, and organizational strategy and operating objectives, including their connections to related areas

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Preferred Qualifications

  • Bachelor's Degree in a Technical Field

  • Desktop Support related Certifications

Work-At-Home Requirements

  • WAH requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

  • A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

  • Satellite and Wireless Internet service is NOT allowed for this role.

  • A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Scheduled Weekly Hours


Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$95,300 - $131,200 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.