Associate Tech Support Analyst
About The Position
As an Associate Technical Support Analyst, you will be tasked with providing level 2, desktop support, troubleshooting hardware and software issues on desktop, laptop and tablet computers both remotely and face-to-face at our walk-up locations. You will analyze and investigate, provide explanations and interpretations within your area of expertise, and provide local and remote technical support for United Health Groups shared desktop applications. You will use pertinent data and facts to identify and solve a range of problems within your area of expertise, investigate non-standard requests and problems with some assistance from others, and work exclusively within a specific knowledge area. You will also prioritize and organize your own work to meet deadlines and provide explanations and information to others on topics within your area of expertise. Additionally, you will leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement.
Requirements
- 3+ years of experience with PC operating systems including Windows 11
- 3+ years of Desktop support experience
- 3+ years of Technology Support experience
- 2+ years of experience with Networking Principles, Internet Protocol Suite (TCP / IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
- 2+ years of experience with Microsoft Office operating systems, including application and troubleshooting Microsoft Word, Microsoft Excel and Microsoft PowerPoint
- Ability to travel to another local office (within 1–2-mile radius) as needed
- Written/verbal communication skills
- Enjoy challenging troubleshooting situations and pay attention to details
- Highly motivated individual with excellent consumer-facing skill - sets
- Must be a self-starter and able to work independently while being part of a decentralized team
- Ability to lift to 30 lbs
Nice To Haves
- Bachelor’s Degree (or higher)
- Microsoft Certifications
- Information Technology Certifications (CompTIA A+ or Network+)
- Experience using Bomgar and Altiris
- Experience in a Call Center or Customer Service role
- Mobile device support experience (Android and IOS)
- MAC support experience (iPad and iPhone)
- Wireless networking experience
- Experience with service ticketing / tracking systems
- Experience with Remote Control / Remote Assistance tools (Bomgar, native tools within Windows, and Altiris)
Responsibilities
- Analyze and investigate
- Provide explanations and interpretations within area of expertise
- Provide local and remote technical support for United Health Groups shared desktop applications
- Use pertinent data and facts to identify and solve a range of problems within the area of expertise
- Investigate non-standard requests and problems, with some assistance from others
- Work exclusively within a specific knowledge area
- Prioritize and organize your own work to meet deadlines
- Provide explanations and information to others on topics within the area of expertise
- Leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
Benefits
- Paid Time Off which you start to accrue with your first pay period
- 8 Paid Holidays
- Medical Plan options
- participation in a Health Spending Account or a Health Saving account
- Dental, Vision, Life& AD&D Insurance
- Short-term disability and Long-Term Disability coverage
- 401(k) Savings Plan
- Employee Stock Purchase Plan
- Education Reimbursement
- Employee Discounts
- Employee Assistance Program
- Employee Referral Bonus Program
- Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
