POSITION SUMMARY

Will provide high quality, customer focused, distributed computing services, including problem resolution, service requests
and installation services and help desk support; providing the solutions and be known for its partnerships, flexibility,
commitment and integrity.

Fundamental Components:
Provides distributed desktop support, help desk support, desktop and infrastructure maintenance, installation services,
and problem resolution. (*)
Acts as the point of escalation for Level 1 and 2 for customers, team members, and management to ensure optimum
service quality through ongoing management and continuous improvement initiatives. (*)
Facilitates communication amongst customers, team members and other AIS areas. (*)
May manage administrative processes (asset management, De-acquisition, change/service requests, and problem
management).
Installs Computer Equipment (Lease Replacements/New Hires, etc.).
Handles incoming SPOC phone calls as needed.
Provides support and test IT technology and provide feedback to appropriate AIS units.
Participates in research on non standard product solutions to meet customer needs.
Develops and mentors new team members.
Ensures customer business needs are met while adhering to corporate standards and meeting service level
agreements. (*)
Participates in Corporate Real-estate Project initiatives (Office Closures/Restacks/Consolidations).
May participate in major Project Initiatives (Application Rollouts/Desktop Refresh, etc.).
Develops and keep current on new technology and its benefit to the company direction.
Must be able to lift minimum of 50 lbs. (*)
Position will periodically require 7x24 on call availability, and approximately 10-20% travel including support of off-site
meetings, and travel to remote office locations.

BACKGROUND/EXPERIENCE desired:
1-3 years PC desktop equipment and associated software, and/or LAN certified Network administration and/or equivalent experience.

EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

FUNCTIONAL EXPERIENCES
Functional - Information Technology/Desktop support/1-3 Years

REQUIRED SKILLS
General Business/Maximizing Work Practices/FOUNDATION
General Business/Communicating for Impact/ADVANCED
Leadership/Creating Accountability/FOUNDATION

DESIRED SKILLS
Leadership/Collaborating for Results/FOUNDATION
Leadership/Driving a Culture of Compliance/FOUNDATION
Leadership/Fostering a Global Perspective/FOUNDATION

ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.