Associate Technical Support Analyst, Enterprise Imaging – Remote in Canada

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, part of UnitedHealth Group (NYSE: UNH), is a leading information, technology-enabled health services, and software business dedicated to helping make the health system work better for everyone. We work with governments, employers, partners, and providers to care for over 146 million people and share a vision of a value-based system of care that provides compassionate and equitable care. With more than 190,000 people worldwide, Optum delivers intelligent, integrated solutions that help to modernize the health system and improve overall population health.

At OptumInsight (OI), we champion continuous innovation to provide software, network, and data analytics, technology-enabled services, advisory, and revenue cycle management offerings to help make health care work better for everyone. 

UnitedHealthcare offers a full range of health benefits, enabling affordable coverage, simplifying the health care experience and delivering access to high quality care. Our mission calls us, our values guide us, and our diverse culture connects us as we seek to improve care for the consumers we are privileged to serve and their communities.

This role is supporting our Enterprise Imaging (https://business.optum.com/en/operations-technology/enterprise-imaging.html) team within OptumInsight. As an Associate Technical Support Analyst, you will provide support for our proprietary on-prem radiology PACS solutions, primarily via phone and remote server workstation access. The role will involve scoping, troubleshooting and driving an issue to resolution. 

This is a remote role based in Canada. To be considered, you must reside in Canada. Other applications will not be considered at this time. 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Responding to time sensitive support calls that can affect patient care
• Be primary point of contact for customers on reported cases and collaborate and engage other teams as needed to drive to resolution
• Document in detail all reported incidents and scope issues accurately, collecting all necessary information and logs
• Manage ticket backlog of about 20-30 cases
• Troubleshoot issues on production RIS and PACS radiology systems which utilize some of the following technologies: Local & Wide Area Networks, Windows Servers and workstations,
• Enterprise-class hardware & storage systems, and Oracle databases
• Liaison with internal teams, including R&D, Technical Response, Systems Engineering, Production & Installation, and Sales as required to deliver on customer requests
• Contribute to a fast-paced and highly collaborative team-based work environment

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:

• 2+ years of experience in an IT Help Desk role where you are troubleshooting Windows Operating Systems or 2+ years of education from a technical program and an accredited college or university
• 1+ years of customer service experience 
• Currently reside in Canada 
• Availability to work an 8.5 hour shift Monday – Friday starting between 5am-9:30am with an on-call rotation every 3 weeks or as needed (typically for emergencies only) 

Preferred Qualifications:

• 2+ years of experience using Windows command line, Powershell
• 1+ years of experience troubleshooting TCP/IP issues
• 1+ years of Experience working in a Technical Support Center
• 1+ years of Experience in Troubleshooting Active Directory
• 1+ years of Experience providing technical support in a collaborative environment
• Experience in the healthcare industry 
• Experience in medical imaging, specifically radiology or cardiology 
• Intermediate level of proficiency in at least 1 programming language (C,C#, C++, Python, etc.)

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

The salary range for Canada residents is $63,300 to $131,500 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.