Associate I O Engineer

Optum; Minneapolis (MN); On-site; USD 60,000 - 107,000; Full time

Job summary

UnitedHealth Group is seeking an Associate (Senior) Tech Support Analyst in Minneapolis to provide essential technical support across systems, software, and hardware. You will troubleshoot incidents, manage tickets, and collaborate with teams to ensure service continuity.

The role requires 3+ years in IT support, desk-side assistance, and incident tracking, with travel up to 25%. A tech-focused degree is preferred and certifications are a plus.

Qualifications

• 3+ years of experience providing technical support or helpdesk assistance.
• 3+ years troubleshooting hardware and software on Windows/macOS platforms.
• 3+ years using incident tracking 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 incidents to minimize downtime and restore services quickly.
• Log, track, and document tickets in IT service management systems.
• Escalate complex issues to higher tiers or engineering teams as needed.
• Assist with onboarding, hardware provisioning, software installs, and access control.
• Maintain and update support documentation and SOPs.
• Collaborate with cross-functional teams on upgrades and maintenance.
• Contribute to AI-enabled solutions addressing business challenges while ensuring responsible use.

Skills

Technical support

Desktop support

IT helpdesk

Troubleshooting

Education

Associate or Bachelor's in IT/CS

Tools

ServiceNow

Remedy

Job description

Improve the lives of others while Caring. Connecting. Growing together.

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.

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 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

• 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 salary for this role will range from $60,200 to $107,400 annually 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.

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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

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.