Technical Support Analyst

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

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

Primary Responsibilities:

• Play the role of Technical Lead for the evening shift
• Develop technical skills and lead team members through daily tasks and long term projects
• Track and route incidents escalated by team members, ensure ticket details are articulate and accurate, and provide additional guidance when needed.
• Continually seek to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards
• Update and develop training material and work instructions for new processes and existing technologies
• Prioritize workload based on service level agreements
• Act as a technical resource to others to resolve problems or issues
• Set up and maintain hardware and software including computers, printers, copiers, faxes, scanners, and projectors
• Educate end-users on how to resolve various hardware and software problems
• Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
• Monitor stock levels of hardware and submit request for equipment when needed
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
• Maintain a working inventory of most used items for desktop support. Inventory and request items as needed to maintain effective amounts
• Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware
• Maintain Incident / Request logs and records
• Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution
• Identify and propose major incidents to the Technical Commander Center(TCC)
• Investigate and resolve computer software and hardware problems
• Provide software application support to end users via telephone or on - site
• Provide good written and oral communication skills
• Perform related duties as may be required

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:

• 5+ years of work experience in IT
• 6+ months experience/working knowledge of Microsoft Office products to assist end - users with technical assistance for hardware and software
• Experience with use of AD to create and manage users, groups, and resources effectively
• Experience with a ticketing system such as ServiceNow and ServiceDesk
• Working knowledge of current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications, printing processes, and advanced troubleshooting of desktop operating systems
• Proven ability to provide advanced troubleshooting expertise to Tech Support staff involving servers, desktops, printers, networks, remote access and Internet Explorer
• Proven ability to identify and communicate trends and work with senior department team members to define corrective action
• Proven ability to present ideas in user-friendly language
• Proven ability and willingness to work the defined shift of 2-11 pm CST and be on-call of at least one weekend day per month
• United States Citizenship
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance as a condition of your employment

Preferred Qualifications:

• Bachelor's Degree
• CompTIA A+ or CompTIA Network+
• Experience with end user provisioning
• Experience with hardware provisioning
• Leadership experience
• Proven solid written and verbal communication skills
• Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors. Service with a smile attitude. Excellent customer service
• Demonstrated ability to work independently; self-motivated and goal oriented and able to work with little to no direction
• Proven excellent time management, issue management, and project management skills

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

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 salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

OptumCare 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.