Technical Support Analyst

UnitedHealth Group
Washington, DC
Feb 28, 2021
Mar 02, 2021
Full Time
Energize your career with one of Healthcare's fastest growing companies.You dream of a great career with a great company - where you can make an impact and help people.A' We dream of giving you the opportunity to do just this.A' And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies,A' UnitedHealth GroupA' is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.A' We live for the opportunity to make a difference and right now, we are living it up.This opportunity is with one of our most exciting business areas:A' OptumA' - a growing part of our family of companies that makeA' UnitedHealth GroupA' aA' FortuneA' 6A' leader.OptumA' helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.As anA' Associate Technical Support Analyst, you will be tasked with providing level 2, desktop support, troubleshooting hardware and software issues on desktop, laptop and tablet computers both remotely and face-to-face at our walk-up locations. This position provides local white glove technical support toA' UnitedHealth Groups / Optum'sA' Senior Executives and their Admin's. This role includes but is not limited to, computer replacements through lifecycle or break fix, software installations, printer, phone and event/meeting support.Working Schedule:A' Monday - Friday 7:00am - 5:00pmA' eastern time, must be flexible.Primary Responsibilities: Analyze and investigate Provide explanations and interpretations within area of expertise Provide local and remote technical support for United Health Groups shared desktop applications Use pertinent data and facts to identify and solve a range of problems within area of expertise Investigate non-standard requests and problems, with some assistance from others Work exclusively within a specific knowledge area Prioritize and organize own work to meet deadlines Provide explanations and information to others on topics within area of expertiseYou'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: Bachelor's Degree (or higher) OR High School Diploma / GED with experience supporting mobile devices and working with IT Desktop support 3+ years of experience with PC operating systems including Windows 10 and Mac OS 3+ years of Desktop support experience 3+ years of Technology Support and Customer Service experience Experience with Networking Principles, Internet Protocol Suite (TCP / IP), Local Area Networks (LAN) and Wide Area Networks (WAN) Experience with the Microsoft Office operating system, including application and troubleshooting Microsoft M365 Experience with service ticketing / tracking systemsA' such as Service Now Experience with Remote Control / Remote Assistance tools (Bomgar, native tools within Windows, and Altiris) You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations. Employees are required to screen for symptoms using theA' ProtectWellA' mobileA' app, Interactive Voice Response (ie, entering your symptoms via phoneA' system)A' or a similar UnitedHealth Group-approved symptom screener prior toA' entering the work site each day, in order to keep our work sites safe.A' Employees must comply with any state and local masking orders.A' In addition, when in a UnitedHealth Group building, employees are expectedA' to wear a mask in areas where physical distancing cannot be attained.Preferred Qualifications: Bachelor's degree (or higher) Microsoft CertificationsA' Information Technology Certifications (CompTIA A+ or Network+) Experience using Bomgar and Altiris Experience in a Call Center or Customer Service role Mobile device support experience (Android and IOS) MAC support experience (iPad and iPhone) Wireless networking experience Experience with ServiceNowSoft Skills: Advanced Written / verbal communication skills Enjoys challenging troubleshooting situations and pays attention to details Highly motivated individual with excellent consumer facing skill - sets Must be a self - starter and able to work independently while being part of a decentralized teamPhysical Requirements and Work Environment: Ability to lift up to 30 lbsUnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.You can learn more about all we are doing to fight COVID-19 and support impacted communities at:A' click here.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.A' UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.A' Job keywords: UnitedHealth group, Optum, Technical Support, Washington, DC

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