Associate Tech 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.   

The Level 2 Support technician is a technical professional who receives and investigates incident tickets for remote and local support.  This technician is responsible for delivering solutions to the enterprise, prioritizing work tasks, providing end users with information, collaborating with peers, restoring service, deploying software, and escalating tickets to higher levels of support as necessary. This position requires good communication skills and the ability to manage work to ensure timely and complete issue resolution within established service levels.  Must have a working knowledge of IT systems, processes, and terminology.  This candidate consistently exceeds customer expectations by providing the highest levels of support to address end user technical issues.

Primary Responsibilities:

• Participate in team projects / initiatives as directed by management
• Perform security-restricted processes
• Collaborating with peers to resolve problems
• Develop and manage relationships with all levels of support personnel
• Develop proficiency with the software and hardware used and supported by the organization 
• Support desktop issues at local sites, including installing and upgrading software, installing or replacing hardware, backing up and restoring end user data, and configuring systems and applications 
• Perform preventative maintenance on local inventory, including the checking and cleaning of workstations, printers, and peripherals 
• Document resolutions in knowledgebase
• Educate and equip end users to self-resolve issues
• Utilize knowledge resources on the Internet and Intranet to aid in problem resolution  
• Analyze incident trends for ways to prevent future problems  
• Identify opportunities to reduce total time to close ticket (cradle to grave) and implement solutions to that effect
• Detect and alert management to emerging trends in incidents and communicate high impact issue discoveries and solutions
• Manage incoming work requests through direct calls, call center queues, ServiceNow, chat tools, and e-mail to ensure courteous, timely and effective resolution of end user issues
• Escalate incidents when required to the appropriate resource (3^rd level support teams, Subject Matter Experts, and application experts)  
• Follow up with end users to confirm complete successful resolution of issues
• Face to Face IT Support
• Ability to lift 30 lbs.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED (or higher)
• 3+ years of Level 2 Technician experience
• 3+ years of Windows OS knowledge/experience
• 2+ years of knowledge of MS mobile apps (Microsoft Company portal, Outlook, MS 365 SUITE)
• Available for travel across local office branches

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or a related field or relevant work experience
• Relevant certifications such as ITSM, CompTia A+ certification, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.
• Experience/knowledge of either VMware Workspace ONE or MicroSoft Intune Mobile platforms
• 2+ years of supporting current Windows operating system (Windows 10/11)
• 2+ years of experience troubleshooting VPN and home networks
• 2+ years of experience supporting an Azure environment
• 2+ years of experience working in a technical support call center
• 2+ years of experience troubleshooting Adobe products
• Experience using ServiceNow
• Experience using Bomgar or other remote support tools
• Experience supporting and utilizing the Ivanti application suite (Ivanti File Director, Ivanti Environment Manager, Ivanti Application Control Agent) in a corporate environment
• Proficiency with using and troubleshooting Windows Hello
• Experience deploying software or system images using deployment applications such as Altiris, Ghost, or SCCM
• Experience with Symantec Endpoint Protection and Symantec Management Agent
• Experience using Event Viewer, Systrack, Process Monitor, SysInternals Suite, to diagnose issues and determine root cause
• Experience in MAC OS
•  Industry level understanding of mobile SIM technology, Wireless (802.1 x) technology on mobile devices

 Soft Skills:

• Written/verbal communication skills
• Enjoy challenging troubleshooting situations and pay attention to details
• Highly motivated individual with excellent consumer-facing skill – sets
• Must be a self-starter and able to work independently while being part of a decentralized team

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $28.27 to $50.48 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

 

 

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