Associate Tech Support Analyst

UnitedHealth Group•Middletown, CO

5d•$29 - $52•Hybrid

About The Position

The Care Field Services Technician supports and manages day-to-day on-site IT support operations for clinical locations, providers, and practice managers. This role operates as a hands-on technical resource and the face of IT in the clinical workspace, using ServiceNow to manage tickets and support activities, resolving clinical-location escalations, delivering white-glove end-user support, and executing project work that helps maintain technology readiness for care delivery operations. 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. If you are located in or within commutable driving distance to Middletown, NY, you'll enjoy the flexibility to work remotely as you take on some tough challenges. This is a field-based role.

Requirements

3+ years of technical support, desktop support, field services, service desk, or related IT support experience
3+ years of experience supporting end users in person and managing support activities through a ticketing platform
3+ years of experience diagnosing and resolving hardware, software, application, operating system, and network-related issues
Access to reliable transportation

Nice To Haves

3+ years of experience supporting clinical, healthcare, provider, practice management, or other high-reliability business environments is preferred
Experience executing technology projects, site refreshes, clinic readiness activities, or distributed location support is preferred
CompTIA A+, CompTIA Network+, ITIL Foundation, Microsoft 365 Fundamentals, Microsoft Certified: Endpoint Administrator Associate, HDI Support Center Analyst, or equivalent technical support certifications
Experience supporting merger and acquisition integrations, clinic openings, clinical refresh projects, technology deployments, or medical group technology readiness activities
Experience supporting printers, mobile devices, endpoint imaging, peripheral devices, and clinical technology workflows
Experience contributing to knowledge articles, process documentation, support readiness materials, or operational improvement efforts

Responsibilities

Manage day-to-day IT support operations at clinical locations using the ServiceNow ticketing system, including travel to clinics as needed
Provide on-site support for providers, practice managers, and clinical teams, serving as a visible and responsive IT support resource in the clinical workspace
Deliver white-glove end-user support, including onboarding support, technical hardware installation, answering technical questions, and following up with users through resolution
Support clinical-location IT escalations by troubleshooting issues, coordinating next steps, and engaging the appropriate support teams when needed
Diagnose, troubleshoot, and resolve a broad range of hardware, software, operating system, application, vendor software package, and network configuration issues, including part replacement as required
Adapt to new technologies and changing support processes while helping customers navigate technology changes in the clinical environment
Improve and implement procedures as assigned, including support process improvements, documentation, and consistent ticket handling practices
Execute project work supporting clinic technology readiness, refresh activities, integrations, and operational needs
Work with merger and acquisition teams to support onboarding of new clinics into the Optum environment
Assist real estate services with clinical refresh of IT equipment and related site readiness activities
Assist medical groups with technology deployments that help improve clinic workflows
Support IT readiness for day-to-day clinical operations and events such as flu clinics, training standups, and similar business needs