Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)
All Help Desk technicians require excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
In addition, the Help Desk technician should have a strong understanding of technology, including the various hardware, software and networking systems being supported.
Under minimal supervision, the IS Help Desk serves as the first point of contact for production services/support and is also an information resource for all IS services. The Helpdesk may interact with corporate Helpdesk or applications development teams to restore service and/or identify and correct core problems. If the Helpdesk is unable to resolve an issue they will assign a ticket to the next level support teams. The Helpdesk also serves as a backup for the Security administration team. Meet all Service Level Agreements.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities

• Provide level 1 assistance and support for incoming queries and issues related to computer systems, software and hardware
• Log all support calls into the Help Desk Database to ensure calls are tracked, responded to, and closed in a timely manner
• Evaluates and prioritizes calls; refers unresolved calls to next level support teams
• Remotely accesses hardware or software for clients to make changes and fix problems, simulates or recreates user problems to resolve operating difficulties
• Completes System Access Requests (SAR) and Secure requests accurately within specified Service Level Agreements
• Process client transfers and terminations to enable/disable access as required by departmental policy to ensure regulatory compliance

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 (or higher) OR 2+ years of IT Help Desk/Call Center experience
• 1+ year of IT Help Desk/Call Center experience
• Intermediate proficiency with computer applications and the ability to troubleshoot and diagnose problems
• Intermediate proficiency with Microsoft Office products such as Word, Excel, Outlook and PowerPoint

Soft Skills:

• Excellent customer service skills
• Excellent written and verbal communication skills

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
California, Colorado, Connecticut, Nevada, New York City, or Washington Residents Only: The hourly range for California, Colorado, Connecticut, Nevada, Washington or New York City residents is $18.80 to $36.78. 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.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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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