Remote Tech Support Analyst – Enterprise Security

UnitedHealth Group; Atlanta (GA); Remote; USD 60,000 - 108,000; Full time

Job summary

UnitedHealth Group seeks an Associate Tech Support Analyst (L1.75) to join Optum Technology in a fully remote role across the U.S. The position requires advanced technical competency, handling 50+ high-sensitivity calls daily, and triaging privacy concerns under HIPAA rules.

You will mentor peers, resolve complex gateway/authentication issues, and document all interactions in ServiceNow while complying with strict SOPs and regulatory standards.

Qualifications

• 4+ years of technical support in an enterprise IT service desk
• 3+ years in high-sensitivity call environments with incident ownership
• 3+ years meeting SLA/quality/productivity targets in a high-volume CRM/ServiceNow
• 3+ years troubleshooting enterprise security infrastructure (IAM, MFA, SSO)
• 2+ years applying identity verification and handling social engineering attempts
• 65+ WPM typing speed with accuracy

Responsibilities

• Handle 50+ high-sensitivity calls/tickets daily in ServiceNow
• Provide real-time troubleshooting guidance
• Mentor peers via Teams chat and assist SMEs on projects
• Document details and escalation logs per HIPAA/privacy rules
• Adhere to SOPs and security/compliance workflows
• Support 24/7 call center operations incl. shifts/nights/weekends/holidays

Skills

Technical support

ServiceNow

CRM

HIPAA compliance

65 WPM typing

Education

High School Diploma

Associate/Bachelor's in IT/CS/Cybersecurity

Tools

ServiceNow

CRM

Teams chat

Job description

UnitedHealth Group seeks an Associate Tech Support Analyst (L1.75) to join Optum Technology in a fully remote role across the U.S. The position requires advanced technical competency, handling 50+ high-sensitivity calls daily, and triaging privacy concerns under HIPAA rules.

You will mentor peers, resolve complex gateway/authentication issues, and document all interactions in ServiceNow while complying with strict SOPs and regulatory standards.