Associate Technical Support Analyst

7 days ago

Broomfield CO 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.

Serve as the on-site escalation point of contact for clinicians seeking technical assistance on-site. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Provide effective communication to the customers. Direct unresolved issues to the next level of support. Log and record issues and resolutions. Follow-up and update customers with status and information. Provide technical expertise/training to end-users as needed to resolve equipment or software issues.

Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration; replacing parts as required.

Primary Responsibilities:
  • Provide Corporate office and clinic onsite support for end user devices on Windows 10 and later platforms
  • Work with end-users at 27+ clinics 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 (including all voice, data, desktop, smart phones and network issues).
  • 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
  • Manage SLA's
  • 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
  • Ability to potentially work off hours as needed
  • This role is onsite in Golden, CO (role requires 70% local travel)
KNOWLEDGE, SKILLS, ABILITIES:
  • Ability to work from ticket management system with little supervision
  • Ability to think logically and use problem-solving skills
  • Ability to work with very detailed information
  • Ability to work with other employees in determining the nature of equipment problem
  • Ability to handle fluctuating volumes of work and prioritize to meet deadlines and needs of the user community
  • Ability to image devices
  • Ability to coordinate/collaborate with other technical teams to resolve issues and determine problem resolution
  • Knowledge of Active Directory, Citrix, MECM, VPN and Microsoft Office products
  • Strong interpersonal skills
  • Current driver's license, car insurance and a dependable vehicle
PHYSICAL REQUIREMENTS IN ACCORDANCE WITH ADA:
  • Carrying/Lifting: Up to 50 lbs.
  • Standing, Sitting, Walking: Up to 8 hours per day
  • Repetitive Motion: Keyboard activity, telephone use, 10-key punch
  • Visual Acuity: Required to view reports and computer monitor
  • Other: Climbing 6' ladder
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 (or higher) OR 6+ years of experience working within Technical Support
  • 3+ years of experience working with PC hardware and peripherals
  • 3+ years of experience working with Windows Operating Systems, VPN's, Active Directory, Exchange, Cisco, Citrix, Data Migration, Imaging, and Backups
  • 3+ years of experience performing advanced technical installation, upgrade and troubleshooting on desktops, laptops or servers.
  • Advanced knowledge of Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills
  • Strong understanding of IT Communication and other protocols relevant to trouble shooting client host connections

Colorado Residents Only: The hourly range for Colorado residents is $28.03 to $54.95 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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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