Tech Support Specialist

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.

The Hardware Technician role is designed to support the operational efficiency of Emergency Medical Services (EMS) by ensuring the functionality, security, and availability of laptops and other hardware used in the field. The position requires technical expertise in laptop repair, software updates, inventory management, and troubleshooting, along with a proactive approach to maintaining hardware and software systems. Below is a detailed summary of the responsibilities, daily duties, and qualifications for the role.

Key Responsibilities

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1. Repair EMS Laptops

• Depot Management: Establish and manage a centralized location (Depot) where EMS crews can exchange malfunctioning or damaged laptops for fully functional ones. The process is designed to be simple and informal
• Crews bring broken laptops to the Depot
•  Fill out a short form describing the issue
• Swap the broken laptop for a working one

Daily Duties

• Check the Depot for laptops needing repair
• Pick up malfunctioning laptops
• Track laptop locations and repair status in a database
•  Repair laptops in-house when possible or send them for warranty repairs as needed

2. Ensure Availability of Working Laptops

• Laptop Imaging: Create and maintain a standardized laptop image that includes essential applications such as:
• ESO (Electronic Patient Care Reporting software).
•  Handtevy (Pediatric emergency care software).
• PC Gateway (Connectivity software).
•  File Management: Remove unnecessary files or images created by officers to optimize laptop performance
• Software Updates: Ensure the ESO app and other critical software are updated regularly
•  Windows Image Customization: Modify the Windows 10 image (or other versions) to meet EMS-specific needs, addressing:
•   Security considerations (e.g., limiting web access, restricting settings via group policy)
•  User-friendly adjustments based on feedback from end users
•  Implementation of scripts for monitoring device usage, including notifications for photos/videos, web activity, and daily IP address check-ins.
•  Windows Updates: Test updates before applying them to ensure compatibility and stability

3. Inventory Management

• Electronic Inventory: Maintain a detailed inventory of laptops and their repair history using Vector Solutions' Check IT Module.
• Periodic Reporting: Generate reports on common issues and repairs to identify trends and improve processes.
• Data Entry: Assist in creating an electronic inventory for Fire Department apparatus, including but not limited to laptops.

4. Point of Contact for Hardware/Software Issues

• Help Line Management: Serve as the primary contact for hardware and software issues, carrying the "Help Line" phone at all times
•  Software Familiarity: Develop expertise in ESO software, Lifenetsystems, and other relevant platforms to address issues effectively.
•  Hardware Support: Provide support for peripheral devices, including:
• Physio Control Lifepak 15 (cardiac monitors/defibrillators)
• Titan external modems
•  Amazon readers
• Unit iPhones (Full Code Pro)

 5. Miscellaneous Duties

• Reporting: Assist in creating operational reports for Fire Administration (limited scope)
• Cell Line Management: Oversee the management of cell lines for laptops
•  Scripting: Develop scripts to automate routine tasks on laptops, improving efficiency
•  Technological Support: Provide additional support to the Fire Department in areas such as radio programming, once adequately trained

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 Skills: 

• High school diploma or equivalent
• Minimum age of 21 years
• 1 year of experience in laptop repair and software updates
• 1 year experience with Microsoft office apps especially with word and excel
• 1 year of customer service experience in a medical or technical facility

Preferred Qualifications

• Knowledge of Emergency Services billing requirements
• Ability to analyze and provide statistical data related to EMS services, including:
• Number of transports
• Common transport locations
• Overall EMS service trends
•  Problem-Solving: Ability to troubleshoot hardware and software issues effectively.
• Inventory Management: Strong organizational skills to maintain accurate records of hardware and repair history.
• Communication: Clear and professional communication skills to interact with EMS crews and Fire Administration.
• Adaptability: Willingness to learn new technologies, such as radio programming, and adapt to evolving EMS needs.
• Attention to Detail: Precision in tracking laptop locations, repair statuses, and inventory data.

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 $20.00 to $36.00 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.

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