Tech Support Analyst

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.  

As a member of the ORx Dispensing IT Support team, the Tech Support Analyst position supports the dispensing operations at 16 OptumRx pharmacy fulfillment locations. The Tech Support Analyst position is to support and maintain all production Dispensing systems and involves working with third party vendors, business, and site leadership. In addition, this role includes assisting with software installations, code deployments and upgrades, root cause analysis and resolution of incidents, project documentation and implementation, and ensuring maximum uptime of all workstations and peripheral equipment.

The primary application supported is PCS (Pharmacy Control System) developed by vendor QMSI. Responsibilities also include initial triage and support for other integrated applications including TMS (Transportation Management System), DOMS (Distributed Order Management System), WMS (Warehouse Management System) and P2P (Procure to Pay). The on-site IT support resource is critical in the initial detection of production line issues and escalates as required to resolve issues across the above application portfolio.

The ORx pharmacy fulfillment center hours of operations are 4:00am-12:30am Sunday-Thursday, 4:00am-3:00pm Friday Central Time. The pharmacies can extend shifts and add occasional Saturday shifts as business needs require. The Tech Support position provides an on-site 8-hour shift during core business hours Monday-Friday only (e.g., ~8am-5pm). A weekly on-call rotation supports all other production hours, including weekend and holidays shifts. 

This is a full time, on-site position in Pine Brook, AZ. IT on-site core hours and occasional weekend work will vary depending on business and project requirements.

 Primary Job Responsibilities:

Provide on-site and remote IT support for 16 OptumRx pharmacy fulfillment locations Provide on-site support, troubleshooting and validation for ORx Pharmacy Control System on-demand software deployments Serve as a key on-site liaison between applications and vendors for the detection and resolution of software defects and future enhancements/user stories Provide on-site IT support for critical P1/P2 war room incidents Participate in an on-call rotation supporting production hours outside of on-site IT support hours Manage and troubleshoot Windows PC hardware, peripherals, and software (50-150 workstations based on site model) Manage and troubleshoot Windows Servers running the Pharmacy Control System Software (~ 8 app servers, 3-mode SQL database cluster) Assist pharmacy technicians and systems operators with workstations, operating systems, applications, printers, and other specialized peripherals Direct on-site, hands-on support of user applications and system configuration issues Monitor ServiceNow support workgroups for new tickets and perform triage and problem resolution

Additional Responsibilities May Include:

• Review and implement the setup of monitoring software as needed
• Create ad-hoc reports and perform data analysis as required by the business
• Review project status and adjust priorities and schedule to meet expected timelines on all dispensing projects
• Create and submit change requests for any activities involving the production environment
• Manage incidents and problem tickets and support projects and initiatives
• Create and maintain documentation of all IT Dispensing processes

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 with systems administration
• 3+ years of experience with Windows systems, including Windows Workstation and Server
• 3+ years of experience with PC troubleshooting
• 3+ years of experience with software support and troubleshooting
• Open to occasional weekend work / on-call rotation support for business and vendor-initiated projects (e.g., production line tuning)

Preferred Qualifications:

• Bachelor's Degree
• Software deployment experience
• Experience with SQL databases
• Experience with scripting languages, such as Microsoft PowerShell
• Networking knowledge
• Disaster Recovery experience

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. 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.

#RPO #RED

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