Assoc Tech Support Analyst

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

Benefits offered by this job

Benefits package (incentives, 401k)

Job summary

Optum is seeking a Care Field Services Technician in Worcester, MA to provide on-site IT support for clinical locations and practice managers. You will be the face of IT in the clinical workspace, using ServiceNow to manage tickets and resolve issues while ensuring technology readiness for care delivery.

You will handle hardware, OS, and software support, participate in deployments, and collaborate across teams on upgrades and patches.

Qualifications

• High School Diploma or GED required.
• 3+ years troubleshooting desktop hardware, Windows/macOS OS, networking and business applications.
• 3+ years experience using IT ticketing systems to track and resolve incidents.
• Willingness to travel 75%+ of the time and have reliable transportation and a US driver’s license.

Responsibilities

• Provide technical support and end-user troubleshooting for hardware, OS, and software applications.
• Log, track, and manage IT tickets to ensure timely issue resolution; escalate when needed.
• Maintain and update documentation for support procedures and configurations.
• Perform basic system administration tasks, account provisioning, and access management.
• Assist in hardware setup, software installation, routine maintenance, and workstation deployments.
• Collaborate with cross-functional teams on system upgrades, patches, and rollouts.
• Leverage enterprise AI tools to streamline workflows and drive improvements.

Skills

End-user support

Desktop troubleshooting

Windows/macOS

Networking basics

Education

High School Diploma/GED

Associate degree or vocational IT training

Tools

ServiceNow

Active Directory

Remote Desktop 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

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 elevate 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

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 and Benefits

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.

Diversity and Inclusion Statement

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.

Equal Employment Opportunity Statement

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.

Drug-Free Workplace Policy

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