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.

ADMPositions in this function include more traditional administrative/clerical support roles including: answering the telephone, typing/word processing of documents, maintaining calendars and setting up meetings, making travel arrangements, copying, faxing, greeting visitors, setting up files, tracking expenses, and coordinating building and equipment maintenance. At senior levels, function may include supervision of other clerical/administrative staff. This position supports executives at the SLT level and below. Work is typically reviewed by others.

Primary Responsibilities:

• Provides technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound calls
• Empathize with end-user needs and provide technology guidance
• Provides reliable and consistent service to end-users
• Act as an advocate for end-users by anticipating, identifying, and addressing their concerns
• Uses existing procedures and facts to solve routine problems or conduct routine analyses
• Performs incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution
• Data center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely manner
• Understand technology functionalities, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technology trends and how they affect the business
• Practice process gap analysis and recommend continuous service improvements
• Promotes healthy working environment by exercising healthy working relationship with peers, leaders, counterparts
• Works on simple tasks using established procedures
• Willing to depend on others for guidance
• 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:

• Undergraduate degree or equivalent experience
• 2+ years of experience as IT Service Desk analyst
• Limited work experience
• Knowledgeable in ticketing tools like ServiceNow
• Knowledgeable in remote tool applications, O365 applications, and telephony system
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• Basic knowledge of theories, practices and procedures in a function or skill
• Proven solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
• Ability to report onsite

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.