Associate Tech 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.   

Role: Desktop Field Services Technician – Florida (Treasure Coast Market)

The Desktop Field Services Technician provides on-site and remote technical support for end-user computing environments across the Treasure Coast market. This role ensures seamless operation of corporate applications, hardware, and related systems while delivering exceptional customer service and adhering to established service level agreements (SLAs). The Tech will leverage CoPilot Web for M365 collaboration, operations and remaining Optum integration. Post ITSM integration, CoPilot will be utilized to provide IT support assistance using self-service bots, chats, troubleshooting, knowledge, and ticket management. This is an AI user level position.

Primary Responsibilities:

• Application & System Support
  • Troubleshoot corporate applications using the Knowledge Base and escalate issues to appropriate support teams when necessary
• Incident Management
  • Accurately document all interactions and resolutions in the incident tracking system (ServiceNow) to maintain compliance and transparency
• Remote Assistance
  • Utilize remote support tools (e.g., Bomgar) to diagnose and resolve end-user issues efficiently
• Escalation & SLA Compliance
  • Follow all escalation procedures and ensure timely resolution in accordance with SLAs
• Technical Expertise
  • Demonstrate deep technical knowledge in desktop services and apply expertise across related functions. Serve as a resource for peers to resolve complex issues
• Customer Focus
  • Anticipate user needs, proactively identify solutions, and deliver a positive support experience
• Work Management
  • Plan, prioritize, and execute tasks independently while collaborating with the broader team for escalations and knowledge sharing

Key Skills & Attributes:

• Strong troubleshooting and problem-solving skills across hardware, software, and network connectivity
• Proficiency with remote support tools and ITSM platforms (e.g., Bomgar, ServiceNow)
• Utilization of Microsoft CoPilot for troubleshooting assistance
• Ability to work autonomously while maintaining alignment with team objectives
• Excellent communication and customer service skills
• Knowledge of ITIL processes and service delivery best practices

Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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)
• 3+ years of full-time work experience in Information Technology
• 3+ years of experience with providing IT Desktop Support
• 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure
• 3+ years of experience installing and supporting networked devices such as printers and scanners
• 3+ years of experience with Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills
• Access to reliable transportation & a valid US driver’s license

Preferred Qualifications/Softs Skills:

• Ability to communicate effectively, both orally and in writing
• Ability to analyze and create solutions based upon data available
• Ability to use time and resources effectively and efficiently to complete work and special projects
• Strong deductive skills in analyzing problematic systems and developing stopgap or permanent solutions. assigned
• Ability to prioritize and execute on multiple projects in a high-pressure environment
• Asset management experience

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $28.94 to $51.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 

    

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.

    

   

#RPO #RED