Technical Support Analyst
UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Position Description:
What makes your technology career greater with UnitedHealth Group? You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.
Positions in this function provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation.
Primary Responsibilities:
- Applies knowledge/skills to complex activities
- Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Often acts as a technical resource to others in own function
- Anticipates customer needs and proactively identifies solutions
- Solves complex problems on own; proactively identifies new solutions to problems
- Plans, prioritizes, organizes and completes work to meet established objectives
- Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
- Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Follow all escalation procedures according to service level agreement
- Use remote control tool to assist end user when needed
- Provide an accurate record of each call in an incident management tracking tool
- Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking. Experience with documenting tickets in an incident tracking system
- Extensive 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.
UnitedHealth Group IT provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Application Services Group, Enterprise Technology Services Group and the IT Business Services Group, UnitedHealth Group IT has over 7,000 internal and external resources across the globe, and offices in California, Connecticut, Minnesota, New Jersey, South Carolina, Wisconsin and India.
Requirements:
- 2+ years of level 2 desktop support experience.
- 2+ years of experience providing support utilizing remote control tools.
- Ability to physically lift and transport up to 50lbs up to several times a day.
- High School Diploma/GED with at least 4 years of relevant work experience OR Bachelor's Degree
Assets:
- Experience working a large corporation of 5,000+ individuals.
- A+ certification
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
