Senior Tech Support Specialist

UnitedHealth Group; La Crosse, Northern (WI, KY); Hybrid; Confidential; Full time

Benefits offered by this job

Telecommuter policy

Benefits package

Job summary

UnitedHealth Group is hiring a Senior Tech Support Specialist to provide 24/7 help desk support and on-site desktop assistance in a telecommuting-friendly role within the United States. You will set up and troubleshoot hardware/software, educate users, and manage inventories while escalating complex issues to appropriate teams.

The role requires an IT background, strong Microsoft Office skills, fast typing, and eligibility for government security clearances.

Qualifications

• High School Diploma or GED required.
• 1+ year of experience in an IT field.
• 6+ months of experience with Microsoft Office products.
• Ability to obtain favorable adjudication for a Defense Health Agency eQuip Form SF86.
• Ability and willingness to work shifts: 9 am–6 pm CST or 10 am–7 pm CST.
• Typing speed of 50–70 WPM for standard technical support.
• United States citizenship is required for this position.
• Must be able to obtain and maintain a security clearance (Confidential/Secret or Top-Secret).

Responsibilities

• Receive, troubleshoot, and respond to Help Desk requests via phone or chat in a 24/7 environment.
• Set up and maintain hardware and software, including computers, printers, copiers, faxes, scanners, and projectors.
• Educate end-users on resolving hardware and software problems.
• Assist staff with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software.
• Monitor stock levels of hardware and submit requests for equipment when needed.
• Front Desk duties including assisting walk-ins and recording receipts of equipment.
• Provide on-site technical support for video conference software and hardware.
• Evaluate applications and patches for desktop issues to determine effectiveness.
• Maintain inventory of commonly used desktop items and request replenishment.
• Monitor calls from users about software/hardware usage and issues.
• Maintain Incident/Request logs and records.
• Identify problems to determine if due to equipment, network, or application errors and escalate as needed.

Skills

Microsoft Office proficiency

Typing speed 50-70 WPM

Security clearance eligibility

US citizenship

Education

High School Diploma/GED

Associates degree (preferred)

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Senior Tech Support Specialist provides technical support to Optum Serve internal and external customers. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Receive, troubleshoot, and respond to Help Desk requests via phone calls or chats in a 24/7 environment
• Set up and maintain hardware and software, including computers, printers, copiers, faxes, scanners, and projectors
• Educate end-users on how to resolve various hardware and software problems
• Assist staff with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software, complying with given standards and guidelines
• Monitor stock levels of hardware and submit requests for equipment when needed
• Front Desk duties include helping walk ins, recording receipts of computer equipment
• Provide on-site technical support for video conference software and hardware
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
• Maintain a working inventory of most used items for desktop support. Inventory and request items as needed to maintain effective amounts
• Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware
• Maintain Incident / Request logs and records
• Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High School Diploma/GED
• 1+ years of experience working in an IT field
• 6+ months of experience with Microsoft Office products to assist end users with technical assistance for hardware and software
• Ability to obtain favorable adjudication following the submission of Defense Health Agency eQuip Form SF86
• Ability and willingness to work in these shifts:9 am to 6 pm CST or 10 am to 7 pm CST
• Typing speed: 50-70 WPM for standard technical support
• United States citizenship is required for this position
• Must be able to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top-Secret security clearance

Preferred Qualifications

• Associates degree with 6 months of experience in a desktop support environment

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $24 - $43 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.