Remote Field Tech Support Analyst — AI Health IT

UnitedHealth Group

Minneapolis (MN)

Hybrid

USD 39,950,000 - 74,390,000

Full time

5 days ago

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Job summary

UnitedHealth Group is seeking an Associate (Senior) Tech Support Analyst to provide premier technical support across systems and hardware. You will troubleshoot incidents, document steps, and collaborate with IT teams to ensure service continuity for users in Minneapolis and surrounding areas.

This field-based role offers remote work flexibility and opportunities to design AI-powered improvements, with travel up to 25% as required.

Qualifications

3+ years of experience providing technical support or IT helpdesk assistance.
3+ years troubleshooting hardware, OS (Windows/macOS), and business software.
3+ years experience using IT incident tracking or ticketing tools (e.g., ServiceNow, Remedy).
25% travel required; field-based position.

Responsibilities

Provide first- and second-tier technical support for hardware, software, and network issues.
Troubleshoot and resolve problems to minimize downtime and maintain service continuity.
Log, track, and document support tickets and resolutions in ITSM systems.
Escalate complex issues to higher-tier teams or engineers as needed.
Assist with user onboarding, hardware provisioning, software installation, and access admin.
Maintain support docs and SOPs to improve delivery and efficiency.
Collaborate with cross-functional teams on system upgrades and maintenance.
Design, develop, and deploy AI-powered solutions addressing business challenges with responsible AI use.