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UnitedHealth Group - Phoenix, AZ
posted 2 months ago
About the position
The Associate Technical Support Analyst role at Optum involves providing technical support to both local and remote employees, ensuring effective troubleshooting of software, hardware, and network issues. This position is crucial in enhancing health outcomes by connecting users with necessary resources and support. The role emphasizes collaboration with business partners to understand their needs, manage ticketing systems, and drive process improvements, all while maintaining a focus on customer service and communication.
Responsibilities
- Partner with the business by meeting regularly to understand their processes and needs
- Accountable for all items assigned and assist team members in the ticketing system, including following up with users and team members on open tickets
- Troubleshoot issues related to software, hardware, and network connectivity of advanced complexity
- Assist customers with issues for both local and remote/home-based employees
- Create and communicate documentation to support the team and its members
- Demonstrate excellent time management skills and prioritize work in a dynamic environment
- Manage multiple activities of varying complexity while focusing on critical tasks and issues
- Identify and drive process improvement initiatives
- Act as a liaison between other tiers.
Requirements
- High School Diploma / GED (or higher)
- 3+ years of experience configuring and deploying desktop operating systems (Windows 7 & 10) with Microsoft SCCM and Altiris
- 3+ years of experience configuring and troubleshooting desktop hardware (Dell, HP)
- 3+ years of experience with Active Directory objects and group membership
- 3+ years of Technology Support experience
- 3+ years of experience with Microsoft Office Suite, Adobe, Antivirus, Disk Encryption, and anti-malware
- Ability to travel approximately 20% of the time.
Nice-to-haves
- Bachelor's Degree (or higher)
- CompTIA A+ Certification
- Working experience with thin clients and virtual desktop (VDI) environment
- Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
Benefits
- Comprehensive benefits package
- Career development opportunities
- Flexible hybrid-remote work environment
