Tech Support Analyst – Hardware Provisioning

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 Responsibilities:

• Imaged Ready Devices in DSM: Maintain sufficient buffer of imaged machines of all models (Standard & Non-Standard both) in DSM and same should reflect on RFC dashboard
• Device Imaging for New hires & Mixed Build tickets: Take assignment & act on the new hires & Mixed build tasks and prepare the devices and create Device Deployment Tool (DDT) task for asset allocation. Priority should be to work on the base location SC tasks and then remote locations. Install applications as required
• Lifecycle Replacement Program: Site specific identified Global Provisioning Solutions (GPS) team members to take ownership and follow up with the users to expedite the device replacement under Replacement Computer Program (RCP) basis the data shared by RCP SPOC and update the status in respective tools & trackers
• Local Incident task for device diagnosis under Walkin: Level 2 Support team to create local incident for GPS team, if any device needs to be repaired by the resident HP/Mac engineer. Incident task assignment to be done by the physically available GPS analyst post user visits to GPS window
• Local Task and Repair of Faulty Devices: Level 2 support team to create 2 local tasks in case of device replacement, one for new device delivery and the other one for repair of recovered devices. GPS team must take all the necessary measures to get the break-fix devices up and running at the earliest possible through part scavenging, new spare parts, etc. 
• Faulty Device Repair (In Warranty/Out of Warranty/Physical Damaged cases) etc.
• Coordinate with vendor for warranty support and make sure that devices are getting repaired on time
• Conduct thorough technical checks for any initial diagnosis and repair by vendor
• Creating ticket for SWAT team to lock/unlock the ID’s and devices which were received via email from HR Operations
• In charge of IT asset cost charging end to end process for parts replacement
• Participate in process improvement or automation six sigma projects
• Daily update of machine status and add new asset details entry to IT Asset Registry, LAM (Lifecycle Asset Management) Tool, Trac-IT and HAM tool database
• Process HAM Tool tickets received (such as machine request, peripherals, and asset movement) and coordinate with end user for any clarifications or concerns
• Process RCO Shipping Center (DDT) tickets received for New Hire, Break Fix, Mixed Build, Lifecycle Migration machine issuance
• Facilitate disposal activities end to end including HDD/SSD disposal
• Conduct physical checking of stock inventory in storage room or FAR vs ITAR reconciliation
• In charge of IT Asset Exit Clearance (HR Allsec tool), documents fillings and manage reports for separation clearance
• Facilitate all temp offline and for investigation tickets received from Asset Recovery Team. Give instructions to AFS (Asset Field Services) for physical verification if needed
• Facilitate any email and call concerns or queries from business
• Facilitate receiving new order deliveries and permit processing
• Plan and schedule the asset movement request received from customers and give it to AFS (Asset Field Services) staff to execute things such as machine set up, seat arrangement
• Facilitate physical audit checks / roving inspection of all IT hardware assets deployed / issued in Office along with AFS (Asset Field Services) staff
• Facilitate tasks assigned by supervisor or manager based on business needs
• 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:

• Bachelor’s Degree: Computer Science, Information Technology, Computer Engineering, a related technical field, or equivalent practical experience in Technology and Engineering
• 3+ years of experience in each of the following areas: 
  • Technical experience in Network (LAN/WAN)
  • Extensive Customer Service experience
  • Knowledgeable and have experience of Altiris toolset, DSM, MECM (Microsoft Endpoint Configuration Manager)
  • Knowledgeable and have experience of MS Office, Excel, PowerPoint
  • Knowledgeable and have experience of Microsoft Windows 11 Operating System
  • Knowledgeable and have experience of ServiceNow, HPSM, or any IT ticketing tool
  • Solid technical background in IT Hardware Asset Management (Asset lifecycle stages end to end process)
  • Solid technical background in Technology Desktop/ PC support, software installation, imaging machines and configuration
  • Proficiency in using hardware analysis tools and software
  • Proven excellent verbal and written communication and interpersonal skill experience
• Proven ability to work under pressure and meet tight deadlines
• Proven self-starter and able to work independently
• Proven flexibility and adaptability to changing requirements
• Willing to take overtime if required

Preferred Qualifications:

• Knowledge of MS Power BI
• Knowledge of Macros creation
• Knowledge of SharePoint

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.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.