Assoc Tech Support Analyst

UnitedHealth Group; Worcester (MA); On-site; USD 40,000 - 72,000; Full time

Job summary

UnitedHealth Group is seeking a Care Field Services Technician to provide day-to-day on-site IT support at clinical locations, services to providers and practice managers, and manage tickets using ServiceNow. This role delivers hands-on troubleshooting, hardware deployment, and collaboration with technology teams to keep care delivery systems ready.

You will travel ~75% of the time, support Windows and macOS environments, and participate in device provisioning, software installations, and

Qualifications

• 3+ years troubleshooting desktop hardware, Windows/macOS OS, networking, and business apps
• 3+ years using IT ticketing systems to log, track, and resolve incidents
• Ability to travel 75%+ of the time for field work
• Reliable transportation and a valid US driver's license

Responsibilities

• Provide technical support and end-user troubleshooting for hardware, OS, and software
• Log, track, and manage support tickets; escalate when needed
• Maintain documentation for support procedures and configurations
• Perform basic system administration tasks and account provisioning
• Assist in hardware setup, software installation, and workstation deployments
• Collaborate with cross-functional teams on upgrades and patches
• Leverage AI tools to streamline workflows and automation

Skills

Desktop troubleshooting

Windows/macOS

IT ticketing systems

Field travel

Driver's license

Education

High School Diploma/GED

Associate degree or vocational IT training

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

The Care Field Services Technician supports and manages day-to-day on-site IT support operations for clinical locations, providers, and practice managers. This role operates as a hands-on technical resource and the face of IT in the clinical workspace, using ServiceNow to manage tickets and support activities, resolving clinical-location escalations, delivering white-glove end-user support, and executing project work that helps maintain technology readiness for care delivery operations.

Primary Responsibilities:

• Provide technical support and end-user troubleshooting for hardware, operating systems, and software applications
• Log, track, and manage technical support tickets to ensure timely issue resolution and expand complex technical issues to higher-tier teams when appropriate
• Maintain and update documentation for technical support procedures, system configurations, and issue resolutions
• Perform basic system administration tasks, account provisioning, and access management
• Assist in hardware setup, software installation, routine maintenance, and workstation deployments for end users
• Collaborate with cross-functional technology teams to support system upgrades, patches, and technology rollouts
• Leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement

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

• High School Diploma/GED
• 3+ years of experience troubleshooting desktop hardware, Windows/macOS operating systems, Networking and business applications
• 3+ years of experience utilizing IT ticketing systems to track, document, and resolve technical incidents
• Ability to travel 75%+ of the time-Field job
• Reliable transportation & a valid US driver's license

Preferred Qualifications

• Associate degree or vocational training in Information Technology, Computer Science, or related field
• IT certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Fundamentals
• Basic knowledge of network connectivity, Active Directory, remote desktop tools, and enterprise security policies
• Experience working in a healthcare or corporate IT support environment
• Strong written and verbal communication skills with a focus on customer service

*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.

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