Remote Enterprise Security Tech Support Analyst

UnitedHealth-Grou; Atlanta (GA); Remote; USD 83,097,000 - 149,001,000; Full time

Benefits offered by this job

Comprehensive benefits

Equity stock purchase

401k plan

Remote/telecommute flexibility

Job summary

UnitedHealth Group is seeking an Associate Tech Support Analyst (L1.75) to join Optum Technology’s Enterprise Security. This remote role handles complex security/gateway issues, mentors peers, and ensures HIPAA compliance while managing 50+ daily tickets. You’ll operate from anywhere in the U.S.

with a focus on security, privacy, and efficient problem resolution. You will work in a fully remote environment, handling high-priority calls, using ServiceNow, and collaborating with SMEs to improve

Qualifications

• High School Diploma or GED is required.
• 4+ years in technical support within an enterprise IT service desk.
• 3+ years in high-sensitivity or high-stakes phone environments with complaint resolution.
• 3+ years meeting SLA/quality targets in a high-volume CRM/ServiceNow environment.
• 3+ years making critical technical/security/compliance decisions under scrutiny.
• 3+ years troubleshooting enterprise security infrastructure and IAM/authentication platforms.
• 2+ years mentoring peers and providing escalation assistance.
• 65+ WPM typing speed with high accuracy.

Responsibilities

• Prioritize security, privacy, and regulatory compliance in all actions.
• Answer calls and manage tickets for complex escalations in ServiceNow.
• Analyze data, investigate non-standard issues, and make security decisions.
• Handle 50+ complex issues daily via phone and CRM/ServiceNow.
• Provide step-by-step troubleshooting to callers to resolve root causes.
• Explain technical solutions clearly to non-technical callers.
• Document ticket details quickly and accurately in ServiceNow, complying with HIPAA.
• Adhere to SOPs and compliance workflows for security and data privacy.
• Mentor peers, provide real-time assistance via Teams, support SMEs on projects.
• Utilize AI tools to streamline processes and boost productivity.
• Collaborate with internal teams to escalate major security incidents.
• Support a 24/7 call center schedule, including nights and holidays.

Skills

High-speed calls handling

HIPAA/compliance

Strong communication

Escalation management

Mentoring teammates

Critical thinking

Customer service

Fast typing (65+ WPM)

CRM/ServiceNow experience

Security awareness

Education

High School Diploma / GED

Associate's or Bachelor's preferred

Tools

ServiceNow

Microsoft Teams

Job description

UnitedHealth Group is seeking an Associate Tech Support Analyst (L1.75) to join Optum Technology’s Enterprise Security. This remote role handles complex security/gateway issues, mentors peers, and ensures HIPAA compliance while managing 50+ daily tickets. You’ll operate from anywhere in the U.S.

with a focus on security, privacy, and efficient problem resolution. You will work in a fully remote environment, handling high-priority calls, using ServiceNow, and collaborating with SMEs to improve