Associate Technical Support Analyst II

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.

Under general supervision, a Assoc Tech Support Analyst provides first tier support to end users with hardware, custom and third party software applications, networks, telephony systems, AS/400, and application security issues. Documents initial analysis and data gathering of issues. Documents resolution to reported problems. Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support. Assists end users with issue via remote assistance software.

The schedule for this role is: Variable/ Ready to work in 24*7 Shifts on a Rotational basis. Comfortable for Overtime to provide afterhours/holiday support when needed.

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 reassignment 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 in computer science, information systems or a related field
  
• 1+ years of experience with Computer Repair / Troubleshooting
  
• 1+ years of experience in Customer Service
  
• Ability to work the following schedule: Ready to work in 24*7 Shifts on a Rotational basis

Preferred Qualifications:

• Experience with operating systems (Windows, macOS, Linux)
  
• Experience with Active Directory and Office 365
  
• Knowledge of network concepts and configurations
  
• Familiarity with IT service management frameworks like ITIL
  
• Basic understanding of cybersecurity principles 
• Proficiency in troubleshooting hardware, software, and network issues

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.