Senior Technical Support Analyst

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibility:

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate
• Technical Proficiency:
  • Basic Troubleshooting Skills
  • Basic Networking skills
  • Cisco VPN
  • Windows operating systems
  • Office 365
  • A deep understanding of Hardware, software, networks, and systems
  • In depth knowledge of Hardware, software & Operating system, Ability to troubleshoot and resolve technical issues
  • Proven problem Solving Skills, Customer Service, Communication, system administration and maintenance
  • Proven ability to diagnose and troubleshoot complex hardware, software, and network issue
  • Proven ability to provide solutions and ensure timely resolution of problems
  • Proven ability to communicate with cross functional team if it is required
  • Proven ability to respond to resolve reported software applications, hardware & operating systems
  • Proven ability in providing excellent support and clear communication to end users. Conveying complex information in Understandable way
• Customer Support:
  • Proven ability in documenting and reporting
  • Proven ability to offer comprehensive support to users, including guiding them through troubleshooting steps
  • Proven ability to maintain communication with users to keep then informed about the status of their issues
  • Proven ability to maintain the quality of work and update the logs step by step
  • Proven ability to maintain details record of support cases and update knowledge bases
  • Proven ability to socument issues, track progress, and monitor resolutions to ensure timely closure
• Service Desk Management:
  • Proven ability to monitor and manage ServiceNow ticketing system for efficient issue resolution
  • Proven ability to analyze ticket trends and prioritized tasks based on business needs
• Collaboration:
  • Proven ability to work closely with cross-functional teams to ensure seamless integration of IT solutions and support for various projects

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.