Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.As a Tech Support Analyst you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.Positions in this function provide local technical supportto UnitedHealth Groups clinical computer user community. Includesinstallations, upgrades, computing problem resolution, and diagnosis of issueseverity, recovery and project implementation.Primary Responsibilities:Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environmentTroubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as neededFollow all escalation procedures according to service level agreementUse remote control tool to assist end users when needed Provide an accurate record of each call in incident management tracking toolDemonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function Act as a technical resource to others to resolve problems, issues, errors or related Anticipate customer needs and proactively identifies solutionsPlan, prioritize, organize and complete work to meet established objectivesExtensive work experience, possibly in multiple functions. Work does not usually require established procedures.Works independently.Mentors others.Acts as a resource for others.Coordinates others' activities.
Requirements: High School Diploma / GED required5+ years of experience with PC operating systems including Windows NT, Windows 7, 2000 and XP3+ years of experience in a customer service role3+ of Technology Support experienceExperience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)Experience troubleshooting MS Office (including Word, Excel and PowerPoint)Assets:Bachelor's Degree or higher level of education preferredInformation Technology Certifications preferredMicrosoft Certified Systems Engineer (MCSE) preferredComputing Technology Industry Association A+ Certification preferredCertified Information Systems Security Professional (CISSP) preferred Call Center experience preferredTechnology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SMDiversity 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: UnitedHealth Group, Technical Support Analyst, Elkridge, MD, technology support, LAN, WAN, customer support, PC operating systems
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.