associate Technical Support analyst iiUnitedHealth Group

Job Description
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.
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration determination of issue priority, provisioning, and service request fulfillment installations, upgrades, and releases/deployments and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.
Primary Responsibilities:
Provide remote technical support to employee's computers at Optum Global Solutions
Diagnosis of issue severity and proper troubleshooting of incident
Incident resolution using knowledge management tool and documented processes and procedures
Executing tasks necessary for computer replacement and data recovery
Participate in process improvement projects
Enjoys challenging troubleshooting situations and pays attention to details
Provisioning Tasks - Loading applications and transferring user data/settings as applicable) new personal computing devices for new hires, mixed build and Lifecycle requests
Voice Requests - Provision user level voice requests like creation, modification and termination of DID numbers, VCC IDs, station IDs, voicemail etc.
Basic, structured, standard approach to work
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
Undergraduate degree or equivalent experience
3+ years of experience in desktop support, with focus on remote support tools
1+ years of experience in use of systems management tools such as SMS or Altiris
1+ years of experience in use of Bomgar and ServiceNow
Experience in providing superior service-oriented desktop support
Proven solid troubleshooting skills, able to find the root cause of issues and rectify it
Proven to have superior customer service skills, able to interact with a wide range of customers
Proven to be a self-starter and able to work independently while being part of a decentralized team
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.