Senior Technical Support Specialist
2 weeks ago
Senior Tech Support Specialist provides technical support to the enterprise. Senior Tech Support Specialist works on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.
Primary Responsibilities:
- Provide Corporate office and clinic onsite support for end user devices on Windows10 and later platforms
- Work with end-users to improve their ability to utilize device capabilities, determine problems and develop appropriate solutions
- Consistently exhibit behavior and communication skills that demonstrate commitment to superior customer service, including quality, care and concern with each and every internal and external customer
- Work with appropriate IT staff to implement solutions which will meet or exceed customer expectations
- Coordinate with both internal IT resources and external vendors as needed on small-scale application and hardware upgrades or installations including Smart phones
- Develop test plans and assists with application and hardware testing as needed
- Respond accordingly to reports of trouble (includes all voice, data, desktop, smart phones and network issues) as presented by the Service Desk o Contact user about the problem and schedules problem resolution.
- Resolve problem or verifies resolution status with outside or contract vendor.
- Update ticket with problem resolution and follows up with user.
- Ensure proper ticket communication protocol including announcing arrival, work performed, status and departure.
- Assist in cable installations by outside contractors
- Perform adds, moves and changes (maintenance and support) on PC equipment including laptops and Smart phones
- Assist the Network team in maintaining LAN and WAN if needed
- Install and Configure Printers as necessary
- Assist in installations and moves of departments and facilities
- Assist remote users
- Uses, protects, and discloses patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Performs additional duties as assigned
Required Qualifications:
- High School Diploma/GED (or higher)
- 2+ years of experience in desktop and laptop troubleshooting
- 2+ years of experience IT Service Management procedures, processes, and policies
- 2+ years experience with Information Security principles and practices
- 2+ years experience managing and tracking the lifecycle of assets
- 2+ years of possessing strong organizational skills and be detail-oriented in a fast-paced & agile working environment
- 2+ years experience in troubleshooting laptop and desktop issues in an Enterprise Environment
- 2+ years experience Microsoft Software Office Suite
- Excellent written, verbal, and customer service skills
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.
RPO
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