Senior Tech Support Specialist

Requisition Number: 2370785
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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
As a Senior Tech Support Specialist, you will join our dynamic technology support team dedicated to ensuring high-quality service and operational readiness across the enterprise. In this role, you will support a wide range of technologies, diagnosing complex technical issues and collaborating with cross-functional IT groups to maintain system stability. You will play an active role in problem-management, root-cause analysis, and ensuring our environment is secure and compliant.
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Primary Responsibilities:

• Provide high-level technical support (Tier 2/Tier 3) to the enterprise, ensuring rapid incident resolution and service request fulfillment in accordance with established SLAs
• Install, configure, upgrade, and troubleshoot hardware, software, operating systems (Windows and Mac), and network infrastructure components
• Analyze complex technical issues, perform root-cause analysis, and implement permanent solutions to prevent recurring incidents
• Monitor systems performance and execute system upgrades, releases, and deployments to maintain operational readiness
• Assess security compliance requirements, identify potential security risks, and recommend controls to ensure compliance with enterprise security policies
• Prioritize incidents and service requests based on business impact and urgency, maintaining transparent and timely communication with stakeholders
• Create and maintain comprehensive technical documentation, standard operating procedures (SOPs), and knowledge base articles
• Provide mentoring, guidance, and technical escalation support to junior technical support team members

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 4+ years of equivalent tech support experience
• 1+ years of experience providing technical support in an enterprise IT environment, including desktop, hardware, software, and network troubleshooting
• 1+ years of experience utilizing enterprise ticketing systems (e.g., ServiceNow) to manage incident lifecycles and meet SLA targets
• 1+ years of experience supporting Microsoft Windows OS (Windows 10/11) and Office 365 environments
• Access to reliable transportation and valid US driver's license

Preferred Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
• 1+ years of experience with Active Directory (AD) administration, user provisioning, and group policy management
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP), or ITIL Foundation
• Experience providing IT support for macOS in a professional enterprise environment
• Experience utilizing mobile device management (MDM) platforms (e.g., Microsoft Intune, VMware Workspace ONE/AirWatch) to manage enterprise devices
• Experience utilizing scripting languages (such as PowerShell) to automate repetitive IT support tasks
• Demonstrated experience conducting root-cause analysis and participating in problem management
• Strong communication and customer service skills, with a proven ability to translate complex technical concepts for non-technical users

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $24 - $43 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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