Senior 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 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 Smart Spot technician, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels.  Responsibilities may also include UAT testing on new technologies and deployments, global group 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 to play a role of SME and support team members for complex issues.

Primary Responsibilities:

• Attend Walk-up users (including Leaders) for technical issues, efficiently and professionally, in a face to face interaction with end user or remotely
• Troubleshoot and resolve OS, Network, Office 365, VPN, corporate applications issues with personal technical expertise or use Knowledge Library
• Work as an SME to explore solution for unknown issue and publish knowledge articles
• Gain knowledge from L3 team and train the Smart Spot team for scheduled changes in our infra /technology environment and upcoming deployments
• Collaborating with L3 to identify root cause of known issues
• Independently lead assigned project and work with stakeholders
• If required, assign issues to the appropriate support group as needed
• Follow the escalation procedures according to service level agreement
• Use remote control tool to assist end users when needed
• Provide an accurate record of each call in incident management tracking tool, Service Now
• 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
• Inventory management of Laptops and Peripherals
• 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 Qualification:

• Hands-on experience and skills for laptop parts swap or replacement

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: Optum 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.

Optum is a drug-free workplace. © 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.