Associate Tech Support Analyst

UnitedHealth Group•Port Saint Lucie, FL

7h•$29 - $52

About The Position

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Role: Desktop Field Services Technician – Florida (Treasure Coast Market) The Desktop Field Services Technician provides on-site and remote technical support for end-user computing environments across the Treasure Coast market. This role ensures seamless operation of corporate applications, hardware, and related systems while delivering exceptional customer service and adhering to established service level agreements (SLAs). The Tech will leverage CoPilot Web for M365 collaboration, operations and remaining Optum integration. Post ITSM integration, CoPilot will be utilized to provide IT support assistance using self-service bots, chats, troubleshooting, knowledge, and ticket management. This is an AI user level position.

Requirements

High School Diploma/GED (or higher)
3+ years of full-time work experience in Information Technology
3+ years of experience with providing IT Desktop Support
3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure
3+ years of experience installing and supporting networked devices such as printers and scanners
3+ years of experience with Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills
Access to reliable transportation & a valid US driver's license
Strong troubleshooting and problem-solving skills across hardware, software, and network connectivity
Proficiency with remote support tools and ITSM platforms (e.g., Bomgar, ServiceNow)
Utilization of Microsoft CoPilot for troubleshooting assistance
Ability to work autonomously while maintaining alignment with team objectives
Excellent communication and customer service skills
Knowledge of ITIL processes and service delivery best practices

Nice To Haves

Ability to communicate effectively, both orally and in writing
Ability to analyze and create solutions based upon data available
Ability to use time and resources effectively and efficiently to complete work and special projects
Strong deductive skills in analyzing problematic systems and developing stopgap or permanent solutions. assigned
Ability to prioritize and execute on multiple projects in a high-pressure environment
Asset management experience

Responsibilities

Application & System Support Troubleshoot corporate applications using the Knowledge Base and escalate issues to appropriate support teams when necessary
Incident Management Accurately document all interactions and resolutions in the incident tracking system (ServiceNow) to maintain compliance and transparency
Remote Assistance Utilize remote support tools (e.g., Bomgar) to diagnose and resolve end-user issues efficiently
Escalation & SLA Compliance Follow all escalation procedures and ensure timely resolution in accordance with SLAs
Technical Expertise Demonstrate deep technical knowledge in desktop services and apply expertise across related functions. Serve as a resource for peers to resolve complex issues
Customer Focus Anticipate user needs, proactively identify solutions, and deliver a positive support experience
Work Management Plan, prioritize, and execute tasks independently while collaborating with the broader team for escalations and knowledge sharing
Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation.