IT Support & Operations Analyst — AI-Driven Solutions

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

Job summary

UnitedHealth Group seeks an Associate (Senior) Tech Support Analyst to deliver critical technical support across hardware, software, and networks. You will work with technology teams and end users to troubleshoot incidents, ensuring service continuity and operational efficiency.

You will log and manage tickets, assist with onboarding and provisioning, and help document SOPs to improve efficiency. A healthcare enterprise background is valued and professional certifications are encouraged.

Qualifications

• 3+ years of experience providing technical support, desktop support, or IT helpdesk assistance.
• 3+ years of experience troubleshooting hardware, desktop operating systems, 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).
• 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.

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.

Skills

Technical support

Hardware troubleshooting

Incident tracking tools

Education

IT-related degree

Tools

ServiceNow

Remedy

Job description

UnitedHealth Group seeks an Associate (Senior) Tech Support Analyst to deliver critical technical support across hardware, software, and networks. You will work with technology teams and end users to troubleshoot incidents, ensuring service continuity and operational efficiency.

You will log and manage tickets, assist with onboarding and provisioning, and help document SOPs to improve efficiency. A healthcare enterprise background is valued and professional certifications are encouraged.