Associate Tech Support Analyst

UnitedHealth Group•Atlanta, GA

2d•$29 - $52•Remote

About The Position

As an Associate Tech Support Analyst (L1.75 Technical Support Specialist) within Optum Technology's Enterprise Security division, you will occupy an elevated, higher-level position subject to rigorous operational and regulatory scrutiny. Operating in a 24/7 fully telecommute / remote environment, this role demands advanced technical competency, specialized training, and high integrity to make critical real-time decisions with security, privacy, and compliance always at the forefront. Positioned as an advanced technical escalation point, you will handle the team's most complex issues, manage 50+ high-sensitivity calls and tickets per day in ServiceNow, resolve intricate gateway/authentication failures, and triage privacy concerns under strict HIPAA and federal guidelines. Additionally, you will serve as a peer mentor via Teams chat, handle customer complaints with elevated expertise, assist SMEs with special projects, and support quality assurance efforts while leveraging enterprise-approved digital and AI tools to maximize team productivity. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

High School Diploma / GED required
4+ years of technical support, helpdesk, or call center support experience in an enterprise IT service desk environment
3+ years of experience delivering customer service in high-sensitivity or high-stakes phone environments, including direct ownership of complaint resolution and de-escalation, while maintaining strict procedural, documentation, and compliance accuracy
3+ years meeting defined SLA/quality/productivity targets (volume, resolution time, and accuracy) in a high-volume enterprise CRM/ServiceNow environment
3+ years of experience making critical technical, security, or compliance decisions under operational scrutiny in a technical support setting
3+ years of experience troubleshooting complex enterprise security infrastructure, security gateways, identity/access management (IAM), or authentication platforms (e.g., MFA, SSO, SAML, Active Directory)
3+ years of experience handling high-volume technical calls/tickets (50+ issues/day) in an enterprise CRM/ServiceNow environment
3+ years of experience working within closely documented operational procedures, compliance workflows, and strict data privacy guidelines (e.g., HIPAA, PII, PHI laws)
2+ years of experience applying identity verification protocols and identifying/escalating suspected social engineering, vishing, or unauthorized access attempts, including documented examples of correctly declining or escalating a suspicious request
2+ years of experience providing real-time peer mentorship, troubleshooting guidance, or chat-based escalation assistance (e.g., via Teams chat)
65+ WPM typing speed with strong accuracy

Nice To Haves

Associate’s or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field
2+ years of experience working successfully in a fully remote / telecommute technical call center environment
1+ years of experience utilizing enterprise-approved AI productivity tools or automated workflow applications to maximize support ticket throughput
Advanced training or formal competency in healthcare data security, privacy incident triage, quality assurance (QA) auditing, or assisting SMEs with technical projects
Industry certifications such as CompTIA Security+, Network+, A+, or CIPP
Exceptional verbal communication skills and emotional intelligence when handling customer complaints and high-stakes security calls
Maintains a dedicated, private, HIPAA-compliant home workspace and secured network connection in accordance with company remote-work security standards

Responsibilities

Put security, privacy, and regulatory compliance at the forefront of every action, technical decision, and caller interaction under strict operational scrutiny
Answer incoming calls and manage open ticket inventory for the team's most complex, high-priority, and highly sensitive security and gateway access escalations
Apply advanced critical thinking, specialized technical competency, and sound judgment to analyze pertinent data, investigate non-standard issues, and make critical security/privacy decisions
Handle 50+ complex technical support issues per day via phone and CRM/ServiceNow applications, maintaining a high degree of customer focus and resolution accuracy
Listen actively to caller concerns, take complete ownership of complex requests, and walk callers through step-by-step technical troubleshooting to eliminate root cause issues
Communicate technical solutions clearly and effectively to non-technical callers while handling customer complaints with elevated technical expertise
Document required ticket details, call notes, and escalation logs rapidly (65+ WPM) and accurately in ServiceNow in strict compliance with HIPAA and federally regulated laws
Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy
Serve as a team mentor to peers by answering troubleshooting inquiries, providing real-time technical assistance via Teams chat, and assisting SMEs with special projects and QA efforts
Leverage enterprise-approved AI tools and digital workflow efficiencies approved by leadership to streamline support processes, automate repetitive tasks, and maximize productivity
Work collaboratively with specialized internal support groups to escalate complex, high-impact security breaches or gateway failures
Maintain flexibility to support a 24/7 operational call center schedule, including rotational shifts, nights, weekends, or holidays as required