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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work. SM

　　The position is for Desktop Support Technician role that provides L2 - Information Technology support at Customer site (Hospital environment). Responsible for resolving support requests while meeting customer satisfaction and continuous service delivery demands over the phone, through e-mail, in person, and self-service along with assisting lower-level technicians in solving basic technical problems and for investigating complex issues by confirming the validity of the problem and seeking known solutions.

　　Primary Responsibilities:

　　Supports and maintains customer managed workstation environment

　　Provides hardware and software support services to enable business productivity on user devices

　　Troubleshoots problem areas (in person, by telephone, via e-mail or remote control) in a timely and accurate fashion; applies, documents, and shares the resolution findings

　　Assists to proactively mitigate problems from re-occurring

　　Provides end-user training assistance where required

　　Discusses and diagnoses issues. Provides technical assistance on the use of corporate-supported applications and systems to resolve incidents and requests such as: hardware and software problems, upgrades, removing malware, and supporting various systems and/or user changes

　　Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines

　　Effectively manages work; understands and meets Service-Level Agreement (SLA) requirements (personal, team, and department's work queue) through the utilization of a ticketing processes

　　May be part of 24x7 rotation

　　Accounts for and maintains an accurate desktop and Personal Computer (PC) software related inventory

　　Provides effective communication of ongoing activity related to service requests and incidents

　　Assists in the development of Knowledge Based Articles (KBAs) for use

　　Utilizes excellent customer service skills and exceeds customer’s expectations

　　Preserves and grows knowledge of Desktop Support procedures, products, and services

　　Assists in the development and audit of desktop infrastructure documentation

　　Assists with the training of new team members

　　Assists lower-level team members with support/customer issues

　　Performs duties outlined in Level I as required

　　Participates in team projects that enhance the quality of the service level and promote technical and career growth

　　Works with a high level of autonomy and responsibility

　　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:

　　High School Diploma / GED (or higher)

　　3+ years of experience as a Tech Support Specialist

　　Soft Skills:

　　Requires critical thinking skills and decisive judgment

　　Works under minimal supervision

　　Must be able to work in a stressful environment and take appropriate action

　　Excellent organizational, interpersonal, verbal, written and communication skills

　　Broad knowledge of Information Technology, processes, and procedures

　　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.

　　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.

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

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