Assoc Tech Support Analyst

UnitedHealth Group; Minneapolis (MN); Hybrid; USD 39,950,000 - 74,390,000; Full time

Job summary

UnitedHealth Group is seeking an Associate (Senior) Tech Support Analyst to provide premier technical support across systems and hardware. You will troubleshoot incidents, document steps, and collaborate with IT teams to ensure service continuity for users in Minneapolis and surrounding areas.

This field-based role offers remote work flexibility and opportunities to design AI-powered improvements, with travel up to 25% as required.

Qualifications

• 3+ years of experience providing technical support or IT helpdesk assistance.
• 3+ years troubleshooting hardware, OS (Windows/macOS), and business software.
• 3+ years experience using IT incident tracking or ticketing tools (e.g., ServiceNow, Remedy).
• 25% travel required; field-based position.

Responsibilities

• Provide first- and second-tier technical support for hardware, software, and network issues.
• Troubleshoot and resolve problems to minimize downtime and maintain service continuity.
• Log, track, and document support tickets and resolutions in ITSM systems.
• Escalate complex issues to higher-tier teams or engineers as needed.
• Assist with user onboarding, hardware provisioning, software installation, and access admin.
• Maintain support docs and SOPs to improve delivery and efficiency.
• Collaborate with cross-functional teams on system upgrades and maintenance.
• Design, develop, and deploy AI-powered solutions addressing business challenges with responsible AI use.

Skills

Technical support

IT helpdesk

Troubleshooting

Customer service

Communication skills

Education

Associate or Bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Remote support tools

Job description

Our Company

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, and data 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.

Position Summary

As an Associate (Senior) Tech Support Analyst, you will play a critical role in providing essential technical support and issue resolution across systems, software, and hardware infrastructure. You will work directly with technology teams and end users to troubleshoot, diagnose, and resolve complex technical incidents, ensuring service continuity and operational efficiency.

If you are located in or within commutable driving distance to Minneapolis, MN, you'll enjoy the flexibility to work remotely* as you take on some tough challenges. This is a field-based role.

Primary Responsibilities:

• Provide first- and second-tier technical support and incident management for hardware, software, and network connectivity issues.
• Troubleshoot, diagnose, and resolve technical problems in a timely and efficient manner to minimize downtime.
• Log, track, and document support tickets and resolution steps using standard IT service management systems.
• Escalate complex or unresolved technical issues to higher-tier support teams or engineering specialists as appropriate.
• Assist with user onboarding, hardware provisioning, software installation, and access administration.
• Maintain technology support documentation and standard operating procedures to enhance support delivery and efficiency.
• Collaborate with cross-functional technology teams on system upgrades, operational maintenance, and process improvement initiatives.
• Design, develop, and deploy AI-powered solutions to address complex business challenges with emphasis on responsible use of AI

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3+ years of experience providing technical support, desktop support, or IT helpdesk assistance
• 3+ years of experience troubleshooting hardware, desktop operating systems (e.g., Windows, macOS), and standard business software
• 3+ years of experience using IT incident tracking or ticketing tools (e.g., ServiceNow, Remedy)
• 25% Travel required (Field based position)

Preferred Qualifications:

• Associate degree or Bachelor's degree in Information Technology, Computer Science, or a related technical field
• Relevant industry certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator)
• Experience supporting software applications or IT infrastructure within a healthcare or corporate enterprise environment

Basic understanding of networking principles, Active Directory, and remote support tools

Strong customer service orientation with clear written and verbal communication skills

Demonstrated ability to follow standard operating procedures and resolve technical issues in an enterprise environment

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $29.00 to $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Groupis a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

#RPO #RED