Senior Tech Support Specialist - Las Vegas, NV at Optum

| Las Vegas, NV
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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 is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)
As a Senior Tech Support Specialist, you would work as a part of a dynamic team that provides technical support and issue resolution to internal and external customers, including users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware repair, software install, asset inventory, and more advanced troubleshooting and support.
This function provides technical support for both internal and external customers to the UnitedHealth Groups computer user community. It includes troubleshooting software, hardware, network connectivity, installations, upgrades, backup recovery, and project implementation.
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, service request fulfillment; installations, upgrades, releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.
Primary Responsibilities:
  • Support Windows 10/11
  • Be able to meet Service Level Agreements established by Management
  • Repair network printers
  • Work with minimal guidance; seeks guidance on only the most complex task
  • Proficiency with Microsoft Office 365 (Including Teams, Word, Excel, Outlook)
  • Must be able to communicate effectively both orally and written
  • Accountable for all items assigned in the HEAT ticketing system, including following up with customers on open tickets
  • Demonstrate excellent time management skills and the ability to prioritize work
  • Ability to analyze issues and determine the root cause
  • Identify process improvement opportunities
  • Microsoft Bitlocker Administration and Monitoring
  • Cisco Products, i.e., AnyConnect VPN, Webex
  • Create print queues and load drivers on print servers
  • Ivanti Products, i.e., HEAT, File Director
  • Microsoft Active Directory
  • Configure Thin Clients, Citrix
  • Build and maintain Virtual Desktop's (VDI)
  • Symantec Products, i.e., Altiris, SEP, Ghost Deployment Console
  • Apple Macintosh, i.e., iPhones, Laptop/Tablet
  • Proxy and Microsoft Remote Desktop

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/GED
  • 2+ years of Desktop Support experience
  • 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:
  • Network+, Security+, CCNA, and MCP
  • A+ Certification or higher equivalent
  • End-user Technology Management: Understands end-user technologies within area of domain
    • Understand technology functionality, standard operating procedures, common issues and vulnerabilities
    • Maintain up-to-date knowledge about how and where technologies are deployed and how they fit within the business
    • Empathize with end-user needs and expectations of technologies
    • Stay current on technology trends
    • Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
    • Learns about technology deployments and how they fit within business model/strategy
    • Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
    • Looks for opportunities to improve knowledge on technologies
  • Customer Service: Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcomes
    • Provide reliable and consistent service
    • Act as advocate for customer
    • Anticipate, identify and address needs
    • Uses correct knowledge documents and support materials to answer questions and provide support
    • Identifies when request/issue should be escalated and assigns to appropriate party
    • Clarifies asks by listening for understanding and reflecting back
  • Accountable: Takes responsibility and ownership for decisions, actions and results
    • Can be relied on consistently
    • Takes ownership of own tasks and actions
    • Results orientation
    • Does what is asked within the agreed upon timeframes and according to established procedures, protocols and/or requirements
    • Demonstrates responsiveness by conveying critical information to decision makers
    • Demonstrates awareness of the desired outcomes in actions and thoughts
  • Troubleshooting: Applies a systematic approach to confirm, identify and resolve system issues
    • Confirm presenting issue
    • Apply problem-solving techniques to isolate root-cause
    • Identify and verify workable solution
    • Conducts diagnostic steps to collect data and validate issue
    • Eliminates variables to pinpoint root cause
    • Completes testing to confirm resolution
  • Problem-solving: Finds solutions to problems while balancing quality, speed and costs
    • Identify source of the problem
    • Identify and weigh solution options including evaluating impacts, risks, costs, & time
    • Validate resolution
    • Eliminates variables to pinpoint root cause
    • Identify possible solutions and pros and cons to each
    • Follow up to confirm solution addressed problem

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)
Nevada Residents Only: The hourly range for Nevada residents is $23.94 to $42.40. 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.
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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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • JenkinsLanguages
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KafkaFrameworks
    • LinuxFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • SmartsheetManagement

What are Optum Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
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
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
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
Relocation Assistance
Fitness Subsidies
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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