Associate Tech Support Analyst – Cuyahoga Falls, OH

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. 

Optum Care Midwest is searching for an Associate Tech Support Analyst. This will primarily be an onsite role, serving the clinical and administrative locations of Unity Health. This position will support and maintain the Information Technology Operations for our care delivery organization, Unity Health Network, in the Northeast Ohio area. The ideal candidate will be detail-oriented and drive service excellence through maintaining multiple, complex technology projects and coordinating them through the change management process. This role will be essential to break/fix work at various healthcare sites in the area as well as performing preventative maintenance to ensure stable operations.

Core Accountabilities:

1. Maintain the technology stack at Unity Health and Optum Health as assigned
• Maintain ITSM call ticketing hygiene
• Follow ITSM best practices
• Be a local and known presence at each of the clinician sites as well as the Unity administrative building
2. Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support, and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Participate in the development of an accurate application inventory which is understood, communicated, and supported
3. Follow Information Technology’s vision, goals, and objectives, and efficiencies related to the execution and implementation of information system solutions across the region
• Follow established service levels across the region and ensure service levels are accurate and meet requirements
4. Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support, and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Provide leadership and knowledge to maintain an accurate application inventory which is understood, communicated, and supported
5. Maintain the infrastructure, network, key critical clinical and non-clinical applications, desktop support, and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Participate in the collection of an accurate application inventory which is understood, communicated, and supported

Job Responsibilities:

• Model customer support courtesy across all technology verticals – IT service delivery, operations, business processes, and clinical areas
• Document work completed
• Participate in disaster recovery and business continuity plans and ensure consistent 24×7 monitoring of critical business applications
• Participate in reporting that provides tracking, pattern recognition (common problem categories, resolution techniques), and measures the effectiveness of the problem management process
• Participate in RCA (root cause analysis) meetings, completing and documenting assigned action items
• Provide feedback to IT leadership to establish and maintain service level objectives for IT operations
• Actively participate in disaster recovery planning and rehearsals

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) 
• CompTIA A+, Network+ certification
• 3+ years of customer-facing clinical IT experience, including endpoint support for eClinicalWorks, Epic, or Midmark
• 2+ years of experience utilizing an IT service management (ITSM) tool such as ServiceNow or Jira

Preferred Qualifications:

• Associate’s degree in Information Technology, Computer Science, or a related field

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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