Associate Technical Support Analyst - Remote in Canada

$49,300 - $102,500/Yr

UnitedHealth Group

Full-time - Entry Level

Remote

Insurance Carriers and Related Activities

About the position

The Associate Technical Support Analyst role at UnitedHealth Group involves providing critical technical support to ensure optimal functioning of radiology systems. This position is essential in responding to time-sensitive support calls, managing customer cases, and collaborating with various internal teams to resolve issues. The role emphasizes a commitment to improving health outcomes through technology and customer service, all while working remotely from Canada.

Responsibilities

• Responding to time sensitive support calls that can affect patient care
• Be primary point of contact for customers on reported cases and collaborate and engage other teams as needed to drive to resolution
• Document in detail all reported incidents and scope issues accurately, collecting all necessary information and logs
• Manage ticket backlog of about 20-30 cases
• Troubleshoot issues on production RIS and PACS radiology systems which utilize some of the following technologies: Local & Wide Area Networks, Windows Servers and workstations, Enterprise-class hardware & storage systems, and Oracle databases
• Liaison with internal teams, including R D, Technical Response, Systems Engineering, Production & Installation, and Sales as required to deliver on customer requests
• Contribute to a fast-paced and highly collaborative team-based work environment
• Perform scheduled preventative maintenance and systems administration functions

Requirements

• High School Diploma/GED (or higher)
• 2+ years of experience troubleshooting Windows Operating Systems, Server, and Workstation
• 2+ years of TCP/IP network operation experience
• 2+ years of Active Directory operation and troubleshooting experience
• 2+ years of customer service experience
• Ability to work Monday to Friday, within shifts that range between 5:00am-1:30pm Pacific to 9:30am-6:00pm Pacific

Nice-to-haves

• 2-year Diploma program in Information Technology
• Windows command line, Powershell, proficiency
• Detailed knowledge of TCP/IP and OSI model
• CCNA - Cisco Certified Network Associate
• Experience working in a Support Center
• Proficiency in Troubleshooting Active Directory
• Experience providing technical support in a collaborative environment

Benefits

• Comprehensive benefits
• Career development opportunities
• Flexibility to work remotely