Technical Support Analyst

UnitedHealth Group - Plymouth, MN (30+ days ago)3.6


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. We dream of giving you the opportunity to do just this. 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, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. 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: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.

Optum 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.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

As a Technical Support Analyst you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

The Clinical Support Center is the IT Service Desk for multiple Optum Health clinical delivery solutions. We offer level 1 and 1.5 level technical support to both employees, health care providers, clinics and hospital locations on both traditional and non-traditional. The Clinical Support mission is to be the single point of contact and providing high quality, 5-star, and end-to-end technical support.

Positions in this function provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation.

Primary Responsibilities:
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone.
Utilize between call time to process USC customer escalations and USC Web Portal tickets
Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool
Escalate high priority, high impact issues to the USC's internal support teams.
Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time
Work in a low-wall cubicle environment with moderate noise levels
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI / PII and access to corporate systems
Extensive work experience, possibly in multiple functions
Work does not usually require established procedures
Works independently
Mentors others
Acts as a resource for others
Coordinates others' activities

Required Qualifications:
High School Diploma / GED (or higher)
1+ years of Level 1 troubleshooting experience and relevant duties
Knowledge of Incident, Problem, and Change Management and / or ITIL Framework
Ability to work 10:30 am - 7:00 pm Monday through Friday

Preferred Qualifications:
ITIL certification
Previous Service Desk and / or Helpdesk experience
Experience supporting clinical users, or in a clinical / hospital / nurse environment
Experience supporting full-time telecommuter's, including Wi-Fi, aircards, and various home / business networking configurations
Service Now Ticketing Tool knowledge
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.

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.