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The Senior IT Service Support Specialist role is responsible for providing technical assistance in answering questions and resolving computer hardware/software problems in person, via telephone, or utilizing a remote support tool. This includes receiving, prioritizing, documenting, and actively resolving end user requests. The Senior Support Specialist will be an escalation contact for the Tier I support team. This role will also work closely with internal and external support teams to quickly identify and bring resolution to critical business incidents.
The IT Service Desk team troubleshoots desktop PCs, laptops, scanners, printers, phones and a variety of commercial and proprietary software in a Windows, Linux, and Mac OS environment. Including but not limited to creating, tracking, and closing trouble tickets using the service desk ticketing system. The selected candidate must ensure that all support calls, helpdesk tickets, and related procedures adhere to organizational values and guidelines.
Primary Responsibilities:

• Respond to service requests, incidents and reported issues within the set SLAs
• Escalation point for all advanced IT support related issues and ultimate owner of issue when escalated outside of support team
• Provide advanced support and ownership of corporate telephony systems
• Participate in and/or manage small to medium scale team projects as assigned
• Liaison with senior leadership and executive team members providing general IT system troubleshooting and support
• Quickly and accurately determine event scope and impact upon notice
• Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer
• Support technology and audio-visual services at management and executive events at off-site locations, such as the Quarterly Management Meetings, Board Meetings, and Trustees Meetings
• Identify and learn appropriate software and hardware used by the organization
• Perform post-resolution follow-ups to help requests
• Create, change, and delete user accounts per request
• Dedicate time to project work and improvement initiatives as allotted
• Must treat requests courteously and professionally, in line with the business standards
• Work independently on resolving incidents and escalate complaints to upper management
• Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment

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:

• Associates degree or 3+ years equivalent IT experience
• 3+ years of experience of working in a service desk environment or deskside support
• Experience of working in Active Directory environment or equivalent training
• Demonstrated proficiency with software and systems
• Superior organizational, analytical, and problem-solving skills
• Ability to communicate with senior leadership and executive team members
• Problem solving ability is critical
• Proficient written and verbal skills
• Ability to manage multiple projects and tasks
• Ability to read, analyze and interpret State and Federal laws, rules and regulations
• Ability to work well both independently and with others
• Strong interpersonal skills
• Excellent written and oral communication
• Ability to maintain confidentiality
• Operate standard office equipment including, but not limited to, computer, fax machine, and copier
• Full COVID-19 vaccination is an essential requirement 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.

Preferred Qualifications:

• A+, Network+, or CompTIA Linux+ Certifications
• Understanding of Linux operating systems

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 at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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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