Tech Support Consultant

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.  

Primary Responsibilities:

• Team Management
• Vendor Management
• Technical Expertise to help team in complex issues
• Work as a laison between business and support teams
• Resolve technical incidents at a large corporate environment, efficiently and professionally
• Follow all escalation procedures according to service level agreement
• Use remote control tools to assist end users when needed
• Provide an accurate record of each call in 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

• 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:

• Education: Bachelor's degree, Information Technology, or a related field
• Experience: 8+ years of experience in technical support or a related role, with at least 2+ years in a senior or lead position
• Technical Skills: Proficiency in troubleshooting hardware, software, and network issues
• Communication Skills: Proven excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Problem-Solving Skills: Proven solid analytical and problem-solving abilities, with keen attention to detail
• Customer Focus: Demonstrated commitment to providing outstanding customer service
• Team Player: Demonstrated ability to work effectively in a team environment and collaborate with cross-functional teams

Preferred Qualifications:

• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional)
• Experience with ServiceNow, Altiris, Cisco Secure Client

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.