Desktop Support Representative – San Juan, PR

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.

As a Tech Support Specialist, you will be a member of a dynamic team involved with providing technical support and issue resolution to internal and external customers, including users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts, as well as more advanced troubleshooting and support.

Primary Responsibilities:

• Configure laptops, desktops, tablets and mobile devices for end users
• Configure and Manage Printers across the enterprise
• Remote Control end user devices to trouble shoot and remediate application or OS incidents
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Provide face to face technical support to clients
• Follow all escalation procedures according to service level agreement
• Provide an accurate record of each incident management tracking tool
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Act as a technical resource to others to resolve problems, issues, errors or related
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize and complete work to meet established objectives

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:

• Associate’s Degree or equivalent professional experience 
• 2+ years of experience with PC operating systems including Windows NT, 2000 and XP 
• 2+ years of experience in a customer service role 
• 2+ years of technology support experience 
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN) 
• Experience with MS Office (including Word, Excel and PowerPoint)
• English Proficiency

• Bachelor’s degree or higher level of education 
• Information Technology certifications 
• Microsoft Certified Systems Engineer (MCSE) 
• Computing Technology Industry Association A+ Certification 
• Certified Information Systems Security Professional (CISSP) 
• Call Center experience

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.