It Service Desk Technician

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.Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities andyour life's best work.SM

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

The IT Service Desk Technician will provide third-tier support for all end-user hardware and applications within the organization. This person will provide high-level support and escalate issues, as needed. This resource will work with IT Infrastructure on special projects and perform system/network administration. This position will provide support to end users by handling service requests, act as an escalation point for tickets.

Primary Responsibilities:

• Windows/Mac desktop support
• Providing resolution for escalated service tickets
• Working with clients to evaluate and solve technical problems
• Diagnosing and resolving technical hardware and software issues - Dell/HP laptops, iPhones, printers, Microsoft Office suite, VPN, Chrome, Anti-virus, etc.
• Developing and maintaining all systems, applications, security, and network configuration
• Recommending upgrades, patches, and new applications and equipment
• Logging all help desk interactions, filling out detailed information in tickets and document resolutions
• Redirecting/escalating problems to appropriate resources
• Training/educating new users and new user workstation setup
• Responding to requests for technical assistance in person, phone, and/or email in a courteous and professional manner
• Willingness to work in an environment providing 24x7x365 support
• Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
• Communicating clearly and concisely both verbally and in writing
• Understanding of general business processes
• Working independently and in cooperation with others
• Using an energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
• Researching issues using available information resources - i.e. ability to "Google" for answers

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

Required Qualifications:

• Bachelor's degree OR6+ years of tech support experience
• 3+ years of experience in the following:
  • Providing remote support to business users over the phone, email, and chat as well as in-person support in the office
  • Supporting Windows and MAC desktop environments
  • Microsoft Office suite, VPN, Chrome, Anti-virus, etc.
  • System hardening (workstations)
  • Laptop/desktop imaging processes and tools, backups of user systems, DoD level drive wiping
  • Group Policy experience, with the ability to troubleshoot issues
  • ITIL based ticketing systems (Servicenow, Salesforce, Remedy, etc)
  • Atlassian Suite user administration
  • Experience troubleshooting conference room systems (Teams/ Zoom)
  • Experience with Microsoft Intune mobile device management
  • Experience with drive encryption technologies (i.e. BitLocker etc.)
  • Telecom (Voice mail, VoIP, set programming)

Preferred Qualifications:

• Experience Dell Kace 2000 (imaging) and SCCM a plus

Careers with Optum.Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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

California, Colorado, Connecticut, Nevada, New York, Washington or Rhode Island Residents Only:The hourly range for California, Colorado, Connecticut, Nevada, Washington or New York City residents is $22.45 to $43.89.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

#RPO, #GREEN