Lead Support Technician - La Crosse, WI

| La Crosse
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UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, " all other duties as assigned " will be expected for each position.
Lead, mentor and train a team of Desktop Support Technicians who provide general computer support to all internal users as well as external customers and providers. Subject Matter Expert in all areas of Technology Support Services. Act as POC during incidents or outages. Represent Tech Support in meetings or projects. Assist Supervisor and Manager in providing day-to-day direction of team activities.
Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role.
Working Schedule: This is a full-time position that supports 24x7 coverage; the work schedule will be 1st Shift Monday - Friday.
Primary Responsibilities:
  • Respond to escalated requests for technical assistance via phone or electronically (tickets)
  • Educate end-users on how to resolve various hardware and software problems
  • Diagnose and resolve escalated technical hardware and software issues in the escalation queue
  • Track and route problems and requests and document resolutions
  • Ensure tickets are picked up by due date
  • Stay current with system information, changes and updates
  • Lead projects and team efforts
  • QA the teams who provision new user hardware/ software
  • QA desktop support technician 1's tickets and calls using tools provided
  • Train and mentor desktop support technicians including developing training plans, live call monitoring, call recordings
  • Clone computers using imaging software; QA, create and maintain clone images
  • Update and assist leadership team with the development of work instructions, standard operating procedures, and processes to ensure clear understanding and compliance
  • Escalate incidents to TCC when appropriate or direct to department as applicable
  • Travel to company locations to assist with facility setup, support or maintenance, as needed

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:
  • Associate degree in Computer Science, Information Technology or Networking or other related field or Equivalent combination of education, experience and/or applicable military experience
  • 3+ years of experience working in a desktop support role
  • Leadership experience with the ability to coach and lead a team
  • Experience working with a ticketing system, Microsoft Office and Microsoft back office products
  • Ability and willingness to work 1st shift hours (between 8-5 cst) Monday - Friday
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
  • You will be asked to perform this role in an office setting or other company location
  • 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:
  • National Career Readiness Certificate
  • Strong written, verbal and interpersonal and communications skills
  • Ability to take responsibility for assigned tasks and prioritize workload (for self and others) in a fast-paced environment
  • Must be able to meet scheduled task requirements within assigned deadlines
  • Excellent customer service and problem-solving skills
  • Must also demonstrate commitment to solving user problems
  • Ability to adhere to procedures and maintain accurate detailed records

As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86 (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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: UnitedHealth Group, desktop support technician, La Crosse, WI, Wisconsin, hiring, #rpo, #Red
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