Associate Tech Support Analyst

UnitedHealth Group; City of Middletown (NY); Remote; USD 83,097,000 - 149,001,000; Full time

Benefits offered by this job

Telecommuter policy

Benefits package

Job summary

UnitedHealth Group’s Optum is seeking a Care Field Services Technician to support on-site IT operations at clinical locations, providing hands-on hardware/software support, ServiceNow ticketing, and white-glove end-user assistance in a field-based role.

This position includes travel to clinics with remote work flexibility near Middletown, NY, collaborating with providers and practice managers to ensure technology readiness for care delivery and clinical events.

Qualifications

• 3+ years of technical support, desktop support, field services, service desk, or related IT support experience.
• 3+ years of experience supporting end users in person and managing support activities through a ticketing platform.
• 3+ years of experience diagnosing and resolving hardware, software, application, operating system, and network-related issues.
• Access to reliable transportation.

Responsibilities

• Manage day-to-day IT support operations at clinical locations using the ServiceNow ticketing system, including travel to clinics as needed.
• Provide on-site support for providers, practice managers, and clinical teams, serving as a visible and responsive IT support resource in the clinical workspace.
• Deliver white-glove end-user support, including onboarding support, technical hardware installation, answering technical questions, and following up with users through resolution.
• Support clinical-location IT escalations by troubleshooting issues, coordinating next steps, and engaging the appropriate support teams when needed.
• Diagnose, troubleshoot, and resolve a broad range of hardware, software, operating system, application, vendor software package, and network configuration issues, including part replacement as required.
• Adapt to new technologies and changing support processes while helping customers navigate technology changes in the clinical environment.
• Improve and implement procedures as assigned, including support process improvements, documentation, and consistent ticket handling practices.
• Execute project work supporting clinic technology readiness, refresh activities, integrations, and operational needs.
• Work with merger and acquisition teams to support onboarding of new clinics into the Optum environment.
• Assist real estate services with clinical refresh of IT equipment and related site readiness activities.
• Assist medical groups with technology deployments that help improve clinic workflows.
• Support IT readiness for day-to-day clinical operations and events such as flu clinics, training standups, and similar business needs.

Skills

Field Services Support

Ticketing and ITSM

Endpoint and Hardware Support

Applications and Vendor Software

Network Connectivity

Clinical Technology Readiness

Tools

ServiceNow

Microsoft 365

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, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization 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.

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.

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

Primary Responsibilities:

• Manage day-to-day IT support operations at clinical locations using the ServiceNow ticketing system, including travel to clinics as needed
• Provide on-site support for providers, practice managers, and clinical teams, serving as a visible and responsive IT support resource in the clinical workspace
• Deliver white-glove end-user support, including onboarding support, technical hardware installation, answering technical questions, and following up with users through resolution
• Support clinical-location IT escalations by troubleshooting issues, coordinating next steps, and engaging the appropriate support teams when needed
• Diagnose, troubleshoot, and resolve a broad range of hardware, software, operating system, application, vendor software package, and network configuration issues, including part replacement as required
• Adapt to new technologies and changing support processes while helping customers navigate technology changes in the clinical environment
• Improve and implement procedures as assigned, including support process improvements, documentation, and consistent ticket handling practices
• Execute project work supporting clinic technology readiness, refresh activities, integrations, and operational needs
• Work with merger and acquisition teams to support onboarding of new clinics into the Optum environment
• Assist real estate services with clinical refresh of IT equipment and related site readiness activities
• Assist medical groups with technology deployments that help improve clinic workflows
• Support IT readiness for day-to-day clinical operations and events such as flu clinics, training standups, and similar business needs

Technical Skills:

• Field Services Support: Experience providing hands-on IT support in clinical, healthcare, enterprise, or distributed location environments
• Ticketing and ITSM: Working knowledge of ServiceNow or similar ticketing systems, including incident handling, service requests, ticket documentation, follow-up, and escalation practices
• Endpoint and Hardware Support: Ability to troubleshoot and resolve issues related to desktops, laptops, operating systems, hardware components, peripherals, and replacement parts
• Applications and Vendor Software: Experience supporting enterprise applications, Microsoft 365 tools, Outlook, Teams, OneDrive, SharePoint, VPN or remote access tools, antivirus software, and vendor software packages
• Network Connectivity: Ability to troubleshoot wired and wireless connectivity issues and understand basic TCP/IP, DNS, DHCP, VPN, and enterprise network support concepts
• Clinical Technology Readiness: Ability to support clinic technology workflows, equipment refreshes, onboarding activities, and readiness needs for day-to-day operations and clinical events

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 technical support, desktop support, field services, service desk, or related IT support experience
• 3+ years of experience supporting end users in person and managing support activities through a ticketing platform
• 3+ years of experience diagnosing and resolving hardware, software, application, operating system, and network-related issues
• Access to reliable transportation

Preferred Qualifications:

• 3+ years of experience supporting clinical, healthcare, provider, practice management, or other high-reliability business environments is preferred
• Experience executing technology projects, site refreshes, clinic readiness activities, or distributed location support is preferred
• CompTIA A+, CompTIA Network+, ITIL Foundation, Microsoft 365 Fundamentals, Microsoft Certified: Endpoint Administrator Associate, HDI Support Center Analyst, or equivalent technical support certifications
• Experience supporting merger and acquisition integrations, clinic openings, clinical refresh projects, technology deployments, or medical group technology readiness activities
• Experience supporting printers, mobile devices, endpoint imaging, peripheral devices, and clinical technology workflows
• Experience contributing to knowledge articles, process documentation, support readiness materials, or operational improvement efforts

*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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