Senior 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.

Primary Responsibilities:

The OGA L2 Sr. Tech Support role requires a specific skill set that is crucial for maintaining our IT infrastructure (Optum-managed computing devices). Adapting to the Enterprise ITSS Resolver Team Standards necessitates having a full team in place. The new hire will be trained to meet these standards, ensuring that our support services are consistent and aligned with enterprise-wide expectations.

• Provide remote and onsite (in-person) technical support to employee's computers at UnitedHealth Group
• Diagnosis of issue severity and proper troubleshooting of incident.
  Incident resolution using knowledge management tool aligned with ITSM process and documented processes and procedures
• Executing tasks necessary for computer replacement and data recovery
• Participate in process improvement projects
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.

• 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 regard 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:

• Undergraduate degree or equivalent experience
• 5+ years of IT Desktop support experience in a call center setup
• 5+ years of customer service experience w/ very good comms skills
• 3+ years of experience in MS Office365
• 3+ years of experience with Networking Principles and remote desktop support tools
• 3+ years of experience with ServiceNow, MECM and Altiris
• Experience in providing superior service-oriented desktop support
• Experienced in providing superior service-oriented desktop support in a BPO setting
• Enjoy challenging troubleshooting situations and pay attention to details
• Must be a proven self-starter and able to work independently while being part of a decentralized team
• Overtime may be required to meet project commitments

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.