Field IT Support Analyst — Remote-Ready for Clinics

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

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.