Associate Tech Support Analyst

Optum; Eden Prairie (MN); Remote; USD 40,000 - 72,000; Full time

Benefits offered by this job

Comprehensive benefits package

Incentive and recognition programs

Equity stock purchase

401k contribution

Job summary

Optum is seeking an Associate Tech Support Analyst who will serve as the Epic Subject Matter Expert for the national Level 1 Help Desk, providing advanced guidance and mentorship to support analysts delivering high-quality customer service to clinical end-users across the enterprise.

You’ll telecommute from anywhere in the U.S. as you address complex incidents, translate issues for non-technical users, and collaborate with engineers and clinical IT to improve workflows and SLAs.

Qualifications

• High School Diploma or GED is required.
• At least 2 years in technical support, help desk, or IT end-user support.
• At least 2 years troubleshooting the Epic EMR platform.
• At least 2 years using enterprise ticketing systems to log and track requests.

Responsibilities

• Provide first-line Epic EHR support and troubleshoot login issues.
• Escalate complex incidents per SLAs.
• Translate technical issues for non-technical stakeholders.
• Onboard, train, and mentor Epic Help Desk analysts.
• Monitor tickets and document troubleshooting steps accurately.
• Collaborate with engineers and clinical IT to identify trends and drive improvements.

Skills

Customer service mindset

Communication

Technical troubleshooting

Education

High School Diploma/GED

Tools

Epic EMR

Enterprise ticketing systems

Job description

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 Tech Support Analyst within Optum Technology, you will serve as the Epic Subject Matter Expert (SME) for the national Epic Level 1 Help Desk, providing advanced expertise, guidance, and mentorship to support analysts in delivering high-quality customer service to clinical end-users across the enterprise.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Deliver first-line support for Epic EHR users by troubleshooting access and login issues, resolving technical problems, and escalating complex incidents as appropriate
• Act as a liaison between IT and clinical operations, translating technical issues into clear, actionable solutions for non-technical users and stakeholders
• Support the onboarding, training, and ongoing development of Epic Help Desk analysts to enhance team knowledge, performance, and service delivery
• Monitor incoming support tickets, document troubleshooting steps accurately, and ensure timely issue resolution in compliance with service level agreements (SLAs)
• Collaborate with application engineers and clinical IT teams to identify recurring system trends and assist in continuous process improvements
• 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
• 2+ years of experience in technical support, help desk, or IT end-user support role
• 2+ years of experience troubleshooting the Epic EMR platform/system
• 2+ years of experience using enterprise ticketing systems to log, track, and resolve support requests

Preferred Qualifications

• Epic EMR Certification(s)
• Experience supporting remote and on-premises users in a clinical or healthcare environment
• Strong communication skills with a customer-centric troubleshooting approach
• All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

• a comprehensive benefits package
• incentive and recognition programs
• equity stock purchase
• 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.

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). 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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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

#RPO #GREEN