Field Services Technician - Phoenix, AZ at Optum

| Phoenix – Mesa – Scottsdale, AZ +25 more | Remote
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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)
Responsible for traveling to and performing routine and complex tasks necessary to install, maintain and improve the functionality of various devices (i.e. laptops, desktops, printers, phones, network, etc..) onsite in our live clinical locations. Interact with staff to isolate software/hardware problems and assist in troubleshooting, installations, and issue resolution.
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:
  • High School Diploma or equivalent work experience
  • 1+ years of experience in desktop, laptop and phone troubleshooting
  • Experience with a Ticket Management System
  • 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:
  • 3+ years of experience in troubleshooting laptop and desktop issues in Enterprise Environment
  • Knowledge of Active Directory, Citrix, Microsoft EndPoint Configuration Manager
  • Basic Knowledge of Telecom and Network devices
  • Microsoft, Network or other IT certifications
  • Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service, including quality, care, and concern with every interaction
  • Provides corporate office and clinical onsite technical support
  • Ability to dispatch and quickly provide onsite remote smart hands during Major Incidents when requested
  • Provides laptop and desktop support for Windows 7 and later platforms
  • Responds accordingly to reports of incidents and services requests for various devices (i.e. voice, data, desktop/laptop, network, etc...) from the Ticket Management System as well as ad hoc emergency requests
  • Contacts end user directly and schedules ticket resolution
  • Resolves ticket or verifies resolution status with end user, contractor, or vendor
  • Updates ticket with resolution and follows up with the end user
  • Ensures proper ticket communication protocol including announcing arrival, work performed, status and departure
  • Assists in installations and moves of departments and facilities. Performs adds, moves and changes of equipment
  • Coordinates with both internal teams and external vendors as needed on application and hardware upgrades or installations
  • Assists the Telecom and Network teams in phone configuration, cable installations, maintaining LAN and WAN when requested
  • Install and Configure Printers as necessary
  • Uses, protects, and discloses patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  • Performs additional duties as assigned

KNOWLEDGE, SKILLS, ABILITIES:
  • Ability to work from ticket management system with little supervision.
  • Ability to think logically and use problem-solving skills.
  • Ability to work with very detailed information.
  • Ability to work with other employees in determining the nature of equipment problem.
  • Ability to handle fluctuating volumes of work and prioritize to meet deadlines and needs of the user community.
  • Current driver's license, car insurance and a dependable vehicle.

PHYSICAL REQUIREMENTS IN ACCORDANCE WITH ADA:
Carrying/Lifting: Up to 50 lbs
Standing: Minimal
Sitting: Up to 4 hours per day
Walking: Minimal
Repetitive Motion: Keyboard activity, telephone use, 10-key punch
Visual Acuity: Required to view reports and computer monitor
Environmental Exposure: None
Other: Climbing 6' ladder
STRATEGY: Our goal is to increase our cadence for acquisition onboarding through the technology organization. Currently, we have multiple projects in-flight but can only go-live one at a time. Increasing this cadence will allow the acquired location to engage in our clinical business model to support the acquisition business case quickly and leading to multiple benefits.
VOLUME: Our acquisition team currently is working a target list of 55-60 clinics. When signed, these clinics enter a long backlog for infrastructure and Human Capital integration as we have a team of 1 FTE working in the acquisition space. When CO and NM entered the region with new acquisition projects, they did not bring any staff working in the area. Those who worked with CO/NM in the past have moved on to California, decreasing allocation, but leaving a resource gap. To accomplish our goals in 2022 for the MTN West Region, we will need to expand this team with new acquisition team members.
SUPPORT: With our rapid growth through acquisition in the clinical space, the need to provide local on-site support has grown considerably. In order to meet our Physician and Patient needs in our clinical environments, we must expand our field technician capability within each state in the region. Recent and future expansion in AZ and significant planned expansion in New Mexico, Colorado, and Utah in 2022 will require that we move rapidly to establish capable field technicians in each market.
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.
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What are Optum Perks + Benefits

Culture
Volunteer in local community
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Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
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Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Parking
Relocation Assistance
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Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available

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