Senior Technical Support Specialist

3 weeks ago

Sacramento CA United States Optum Full time
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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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
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)
  • 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
Soft Skills:
  • Excellent written, verbal, and customer service skills
California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C Residents Only : The hourly range for California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C residents is $23.22 to $45.43 per hour . Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable . In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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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