Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration, and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
The Level 2 Support technician is the technical professional who receives and investigates incident tickets for remote and local support. This technician is responsible for delivering solutions to the enterprise, prioritizing work tasks, providing end users with information, collaborating with peers, restoring service, deploying software, and escalating tickets to higher levels of support as necessary. This position requires good communication skills and the ability to self-manage work to ensure timely and complete issue resolution within established service levels. Must have a working knowledge of IT systems, processes, and terminology. This candidate consistently exceeds customer expectations by providing the highest levels of support to address end user technical issues.
Primary Responsibilities:

• Participate in team projects / initiatives as directed by management
• Perform security-restricted processes
• Collaborate with peers to resolve problems
• Develop and manage relationships with all levels of support personnel
• Develop proficiency with the software and hardware used and supported by the organization
• Support desktop issues at local sites , including installing and upgrading software, installing or replacing hardware, backing up and restoring end user data, and configuring systems and applications
• Perform preventative maintenance on local inventory, including the checking and cleaning of workstations, printers, and peripherals
• Document resolutions in knowledgebase
• Educate and equip end users to self-resolve issues
• Utilize knowledge resources on the Internet and Intranet to aid in problem resolution
• A nalyze incident trends for ways to prevent future problems
• I dentify opportunities to reduce total time to close ticket (cradle to grave) and implement solutions to that effect
• Detect and a lert management to emerging trends in incidents and communicate high impact issue discoveries and solutions
• Manage incoming work requests through direct calls, call center queues, ServiceNow, chat tools, and e-mail to ensure courteous, timely and effective resolution of end user issues
• Escalate incidents when required to the appropriate resource (3 rd level support teams, Subject Matter Experts, and application experts.)
• Follow up with end users to confirm complete successful resolution of issues

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

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:

• HS Diploma or GED
• 4+ years of experience working in a corporate Desktop Support environment
• 4+ years of supporting current Windows operating system (Windows 10)
• 4+ years of supporting Microsoft Office applications
• 4+ years of experience supporting browsers (Chrome, Edge, IE11, and Safari)
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• Bachelor's degree in Computer Science or a related field or relevant work experience
• Relevant certifications such as ITSM, CompTia A+ certification, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.
• 2+ years of supporting Microsoft Office 365 / M365
• 2+ years of experience troubleshooting VPN and home networks
• 2+ years of experience supporting an Azure environment
• 2+ years of experience working in a technical support call center
• 2+ years of experience troubleshooting Adobe products
• Experience using ServiceNow
• Experience using Bomgar or other remote support tools
• Experience supporting and utilizing the Ivanti application suite (Ivanti File Director, Ivanti Environment Manager, Ivanti Application Control Agent) in a corporate environment
• Proficiency with using and troubleshooting Yubikeys, Smartcards, and Windows Hello
• Intermediate Powershell scripting skills
• Experience deploying software or system images using deployment applications such as Altiris, Ghost, or SCCM
• Experience with Symantec Endpoint Protection and Symantec Management Agent
• Experience using Event Viewer, Systrack, Process Monitor, SysInternals Suite, to diagnose issues and determine root cause

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, 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.
Key words: UnitedHealth Group, UHG, Optum, Sr Tech Support Specialist, #Green, #RPO