Associate Technical Support Analyst – Secaucus, NJ

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. 

The Tech Support Analyst will provide high-level analysis and technical support for customers and their networked computers and peripherals. They will also interface with multiple levels of end users, management, VIPs (in the corporate office), and local clinical staff located at various sites.

Primary Responsibilities:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, handhelds, Smart phones, tablets
• Hands on role; expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• To provide infrastructure administration functions
• Providing on-site coverage as part of a shift arrangement
• Being prepared to work out of business hours when required and to provide pre-scheduled afterhours on-call support
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed
• Trains and orients staff on use of hardware and software
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned

 Technical Skills:

• Administration experience of Share Point, MS Active Directory users & groups, policies, and management concepts
• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Solid technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., O365
• Effective communication by Engineer in English (Spanish language skill is a plus) 
• Full knowledge of Patching the network cables to correct ports/wall drops and troubleshoot connectivity issues

Business Skills:

• To be part of the team for service and business continuity
• Ability to interact with customers to ensure that the service is polite, efficient, and responsive
• A self-starter with ability to work on their own initiative
• To work through issues analytically to a successful conclusion
• Extensive troubleshooting and “out of the box” thinking

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:

• Bachelor’s Degree (or higher) in IT Field like Computer Science/Computer Information Technology OR 5+ years of end user support experience
• 4+ years of related field experience in End User support including VIP support
• 3+ years of experience in Share Point
• 3+ years of installation and configuration experience – Desktop / laptop/ Printer/ Server/ Networks etc.
• 3+ years of experience in exchange functional accounts and how they are used within Microsoft technologies
• Intermediate level of proficiency with Microsoft Office skills (Outlook, Word, and Excel)

Preferred Qualifications:

• Additional Certifications for IT/Support/Service Desk 
• IT experience in healthcare (clinics, hospitals) 
• Service-Now or any comparable ticketing system
• Concept of VPN, RSA, MFA
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Solids written and verbal communication skills 
• Detail oriented and self-motivating

 

The salary range for this role is $28.61 to $56.06 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

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: UnitedHealth Group 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.

 

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

 

 

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