Tech Support Specialist

Optum; Concord (CA); Hybrid; USD 28,000 - 50,000; Full time

Job summary

Optum is seeking a Field Services Tech to own tickets from the remote help desk and provide end-user support across the Bay Area, including on-site visits. This role emphasizes customer service, timely problem solving, and documenting resolutions.

The position offers California telecommuting flexibility for residents, with occasional commute, after-hours, and weekend schedules, and requires strong Windows and Office 365 experience.

Qualifications

• 2+ years of desktop support experience.
• 2+ years of PC/Laptop setup and maintenance on Windows 10/11.
• 2+ years of Office 365 user management.
• Ability to multi-task effectively.
• Occasional commute to offices.
• Some after-hours and weekend work may be required.
• Some 24x7 on-call rotation may be required.
• Access to reliable transportation and valid US driver's license.

Responsibilities

• Provide point of contact and ticket escalation ownership for all company clients and related tickets escalated from our remote help desk.
• Provide support assistance for Network Administrator on basic networking tasks, including but not limited to: file restore requests, data center cabling, and hardware installation.
• Support all tasks required Desktop Support Technicians; such as but not limited to printer installs, password resets, and new hire and departing employee account management.
• Promptly and professionally resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues via phone, email, or in person at client sites throughout the area.
• Provide superior customer service demonstrating professionalism, helpfulness, and care to all of our clients.
• Document all support requests (regardless of source), actions taken, and the resolution.
• Though rare, evening and weekend work and 24x7 on-call rotation is possible depending on client project schedules
• Ensure we are delivering on all Service Level Agreements with our clients
• Other duties as assigned

Skills

Desktop support

Customer service

Communication skills

Multitasking

Tools

Windows 10/11

Office 365

Remote access

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Field Services Tech is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person at sites throughout the Bay Area and must provide solutions in a timely manner and document all issues and resolutions.

If you reside in California, you'll enjoy the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities

• Provide point of contact and ticket escalation ownership for all company clients and related tickets escalated from our remote help desk
• Provide support assistance for Network Administrator on basic networking tasks, including but not limited to: file restore requests, data center cabling, and hardware installation
• Support all tasks required Desktop Support Technicians; such as but not limited to printer installs, password resets, and new hire and departing employee account management
• Promptly and professionally resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues via phone, email, or in person at client sites throughout the area
• Provide superior customer service demonstrating professionalism, helpfulness, and care to all of our clients
• Document all support requests (regardless of source), actions taken, and the resolution.
• Though rare, evening and weekend work and 24x7 on-call rotation is possible depending on client project schedules
• Ensure we are delivering on all Service Level Agreements with our clients
• Other duties as assigned

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

• 2+ years of support experience (Desktop)
• 2+ years of experience maintaining and configuring PCs and Laptops; including but not limited to Windows 10/11 and newer, networking, Office/Open Office apps, Internet and anti-virus
• 2+ years of knowledge maintaining Office 365 user accounts
• 2 + years of ability to multi-task
• May be required to commute to offices on occasion
• Some after hours and weekend work may be necessary, per client schedules
• Some 24x7 On Call rotation for client support may be necessary
• Access to reliable transportation and valid US driver's license

Preferred Qualifications

• Superior customer service skills, ability to troubleshoot and explain complex issues to non-technical individuals
• Solid written and oral communication skills
• Solid interpersonal and team skills
• Solid documentation and reporting skills
• Proven ability to be self-motivated and self-sufficient, required

Physical Demands

• Ability to lift/carry up to 50lb on occasion
• Ability to use hands/tools for PC related hardware repair and/or replacement
• Position primarily requires work using a PC and phone
• Climbing ladders or crawling under desks may be necessary for occasional tasks Frequent standing, sitting, or walking as tasks demand
• 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 $20 - $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

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