Sr Technical Support Specialist at Optum (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)
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
  • Process Requests - monitors and manages assigned volume of requests "ticket" queues within the service desk tracking system
  • Provide onsite and remote support to end-users
  • Respond to assigned tickets/tasks in accordance with SLA guidelines
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
  • Apply diagnostic utilities and best practice methodology to aid in troubleshooting
  • Update technical support documentation via KBA when required
  • React to service outages promptly with adherence to standard operating procedures
  • Take ownership of tasks and follow through to ensure complete resolution
  • Take a personal interest in and responsibility for, the quality of work performed or associated with configuring systems and hardware
  • Test fixes to ensure problem has been adequately resolved
  • Participate in On-Call Rotation (not mandatory currently but subject to change)
  • Follow all company policies and best practices such as accurate time tracking
  • Perform related duties consistent with the scope and intent of the position
  • Excellent written and verbal communication skills are essential, as well as effective organizational, multi-tasking, and prioritization skills. Candidates must be able to read, analyze, and interpret general industry periodicals, technical procedures, and governmental regulations. They must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. They must be able to effectively present information and respond to questions from end-user, vendors, and employees
  • Other duties as assigned
  • This role is Remote Nationwide

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 / GED required OR 3+ years of experience in Information Systems / serving in a technical support capacity
  • Prior experience with computer hardware troubleshooting
  • 2+ years of experience working with Laptops and desktops
  • 2+ years of experience with Break/Fix
  • Experienced in troubleshooting and resolving technical issues and providing a quality and timely resolution, both in-person and remotely

Preferred Qualifications:
  • Bachelor's Degree and/or IT certifications
  • Previous work experience with a healthcare / insurance company

Soft Skills:
  • Ability to work under pressure to resolve critical production issues
  • High energy: demonstrates an ability to function in a creative, entrepreneurial environment and think outside the box
  • You love helping people and communicate well with non-technical end-users

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)
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $21.68 to $38.56. The salary range for Connecticut / 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.
Keywords: Optum, UnitedHealth, Senior Technical Support Specialist, Technical Support, Information Systems, Troubleshooting, Computer Hardware Troubleshooting, Break/Fix, Remote, Telecommute, WFH, WAH, Hiring Immediately, #RPO, #GREEN
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Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Boston, MA
Chicago, IL
Dallas-Fort Worth, TX
Detroit, MI
Hartford, CT
Houston, TX
Jacksonville, FL
Las Vegas, NV
Los Angeles, CA
Louisville, KY
Madison, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New York City, NY
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Raleigh-Durham, NC
San Diego, CA
San Francisco, CA
Seattle, WA
Washington DC

Technology we use

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

An Insider's view of Optum

How would you describe the company’s work-life balance?

Many companies have a standard 8-hour day, but we don’t. Optum is a global company, so we recognize that working hours are different for everyone depending on their situation. Optum has implemented flexible working policies that allow employees to work from home in addition to the traditional office setting with virtual tools to support everyone.

Rachel

Chief of Staff

What projects are you most excited about?

My teams work on Digital Benefits where our mission is to deliver benefit clarity, cost transparency, and guidance towards increasing healthy outcomes for our members! One exciting project that we just finished was the Mental Health Hub, where we worked to spotlight member's mental health benefits offered by their United Healthcare health plans.

Tim

Senior Software Engineering Manager

How does the company support your career growth?

At Optum the ideal of helping people live healthier lives transcends the healthcare industry and applies to our employee experience. Through meaningful mentorships and participation in holistic leadership development programs, I have been empowered to show up as the best version of my authentic self at home and at work to pursue my life’s purpose.

Kat

Technology Product Director

How does the company support your career growth?

I started with the company 12 years ago and have been promoted 5 times. As an analyst, I provided leaders with meaningful analytics needed for decision-making. Now as a Director, I’m the one making the decisions. I’m responsible for creating effective business strategy, executing tactical plans, and helping drive patent culture transformation.

Komal

Director, UHG Invention Program

What are Optum Perks + Benefits

Culture
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
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
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)
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
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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