Associate Help Desk Technician - Part-Time - Reliant Medical Group, part of Optum at Optum

| Worcester
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Opportunities with Reliant Medical Group. When you join Reliant, you'll be part of a community-based, multi-specialty, physician-led medical group. Everyone works collaboratively on a common purpose: improving the quality, cost and experience of health care. With the resources of a global health organization - Optum - behind us, we're at the forefront of value-based care. Supported by a patient-centric business model - integrated care teams focus on the best patient care, rather than volume. Here, you'll contribute to an exceptional patient experience. Discover a place where you can help shape the future of health care and do your life's best work.(sm)
Reliant Medical Group, part of Optum has an immediate opening for a part-time Data Center/ Help Desk Technician. The schedule is Tuesday-Friday 4:00pm-9:00pm with possible holidays and weekends. Responsible for Reliant Medical Group I.T. Data Center operations and off hours Help Desk support; Ensure recording and log all incoming calls from end-users for any IT issues. Responsible for Data Center coverages; Escalate to IT Managers when issues arise that need immediate attention (example: Priority 1 events).
Primary Responsibilities:
  • Fully supports the Reliant Medical Group fundamental values of physician direction, patient satisfaction, and commitment to providing high quality health care, and fostering long-term doctor/patient relationships
  • Provide first level problem solving over the phone with our internal customers, to answer technical questions related to Windows 10, MS Office, EPIC and all related Reliant Medical Group applications
  • Enters all customer issues or IT requested services into appropriate database file - SPARC
  • Input and perform timely updates to help desk tracking database on all call resolutions, call status, and problem details
  • Escalates tracks and update all system events as they occur
  • Work with IT departments to achieve specific goals related to problem solving and client requests
  • Assigns unresolved problems to Level II support and/or escalates problems to IT management
  • Suggests, testsan and implements possible solutions for reported problems
  • Maintain and update all Data Center Procedures documentation and Data Center Requirement documents
  • Communicate effectively with customers to understand customer's requirements
  • Perform routine server patching as requested by the Infrastructure group
  • Maintain a very high level of professional and personable customer service to all users at all times
  • Ensure processes are in place, such as P1 Event management
  • Monitor all IT Systems via NAGIOS - IT Monitoring, Alerting, Management and Analysis Product - PC's, WAN, Servers and Network/ Telecom equipment and devices
  • Maintain the Data Center as a proactive, positive presence within IT and externally to customers
  • Able to work alternate shifts in order to provide coverage 24x7x365
  • Ability to work independently without direct supervision onsite during shift
  • Perform other duties as assigned
  • Regular, reliable and predicable attendance is required

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:
  • 1+ years of working in a data center environment, help desk or customer service position
  • Solid technical background including experience with PC hardware, printer hardware, etc.
  • Working knowledge of MS Office products and Exchange
  • Experience working with and troubleshooting Windows 10 and an understanding of networking protocols.
  • Solid product knowledge of computer peripherals, Examples: McAfee Anti-Virus, Microsoft Active directory
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

Preferred Qualifications:
  • Solid written and verbal communication skills, strong interpersonal skills, and an orientation toward providing excellent service
  • Excellent communication skills over the phone, with the ability to speak on a professional business and technical level

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers with Optum . Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
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.
Job Keywords: Data Center Technician, Patient Service Specialist, Patient Service, Administrative, Worcester, MA, Massachusetts
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