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
The Desktop Support Specialist is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person at sites throughout the Bay Area and must provide solutions in a timely manner and document all issues and resolutions.
Primary Responsibilities:

• Provide point of contact and ticket escalation ownership for all company clients and related tickets escalated from our remote help desk
• Provide support assistance for Network Administrator on basic networking tasks, including but not limited to: file restore requests, data center cabling, and hardware installation
• Support all tasks required Desktop Support Technicians; such as but not limited to printer installs, password resets, and new hire and departing employee account management
• Promptly and professionally resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues via phone, email, or in person at client sites throughout the area
• Provide superior customer service demonstrating professionalism, helpfulness, and care to all of our clients
• Document all support requests (regardless of source), actions taken, and the resolution
• Occasional evening and weekend work is possible depending on client project schedules
• Will be required to be on-call for 1 week once every approximately 15 weeks
• Must have ability to be flexible with shift start and end times (8 hour day, start/end times can vary)
• This role is onsite in Concord, CA
• Ensure we are delivering on all Service Level Agreements with our clients
• Other duties as assigned
• Solid written and oral communication skills
• Solid interpersonal and team skills
• Solid documentation and reporting skills
• Ability to multi-task
• Strong organizational and analytical skills
• Proven ability to be self-motivated and self-sufficient

Physical Demands:

• Ability to lift/carry up to 30lb on occasion
• Ability to use hands/tools for PC related hardware repair and/or replacement
• Position primarily requires work using a PC and phone
• Climbing ladders or crawling under desks may be necessary for occasional tasks
• Frequent standing, sitting, or walking as tasks demand
• May be required to commute to offices on occasion

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 equivalent desktop support experience
• 2+ years of experience with maintaining and configuring PCs and Laptops; including but not limited to Windows 10 and newer, networking, Office/Open Office apps, Internet and anti-virus
• 2+ years of customer service experience
• 2+ years of experience troubleshooting and explaining complex issues to non-technical individuals
• 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

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. 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.
For more information on our Internal Job Posting Policy, click here .
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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