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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As an Analyst for Specialty Support, you will support a dynamic team focused on providing on-demand technical expertise and assist in issue resolution for various care delivery functions and locations throughout the United States.  You will be the first point of contact for technical support needs raised through voice and digital intake channels.  Using published knowledge, you will assist with a variety of technical issues and partner with other work groups as needed to attain resolution. Passion for serving others and enabling the delivery of patient care will serve you well as you strive to resolve issues as efficiently and effectively as possible.

Primary Responsibilities:

• Answer and resolve technical issues through calls that operates 24X7
• Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone
• Troubleshoot product specific applications and corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
• Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Adhere to a solid regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
• Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
• Enjoy challenging troubleshooting situations and pays attention to details 
• 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:

• 3+ years of experience in a call center environment or equivalent
• 1+ years of experience in Service Desk with experience supporting from a level 1 perspective. Level 2 is an advantage
• Extensive experience with operating system support including but not limited to Windows 10
• Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers, cameras etc.)
• Experience with service ticketing/tracking systems
• Experience with Remote Control/Remote Assistance tools
• Experience with Knowledge Management systems
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Amenable to shifting schedule

Preferred Qualifications:

• Bachelor’s degree
• HDI Service Desk Certification
• Experience working in environment where success was gauged by balancing first call resolution, call handle time, and/or other specific metrics
• Experience with handheld devices
• Experience in a large corporate environment
• Proven exposure to or knowledge of ITIL practices
• Typing speed of 50 WPM 

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.