Associate Tech Support Analyst

UnitedHealth Group-posted 8 months ago
$28 - $56/Yr
Full-time • Entry Level
Onsite • Portland, OR
Insurance Carriers and Related Activities
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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. Care Field Services analysts provide on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

  • Serve as the on-site escalation point of contact for clinicians seeking technical assistance on-site
  • Must be willing and able to travel on-site to provide IT Support within a 50-mile radius
  • Perform on-site troubleshooting through diagnostic techniques and pertinent questions
  • Provide effective communication with the customers
  • Direct unresolved issues to the next level of support
  • Log and record issues and resolutions
  • Participate in On-Call rotation to Provide after-hours support
  • Install workstations, printers, phone and fax machines, computers and appropriate software applications and ensure that all are in good working condition
  • Provide technical expertise/training to end-users as needed to resolve equipment or software issues
  • Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration; replacing parts as required
  • Prioritize and manage heavy workload in a dynamic and diverse environment
  • Work with minimal direction but remain focused on critical and priority items
  • Adapt to new technologies, process new information and help customers through technological changes
  • Coordinate new access needs and security changes
  • Direct the activities of outside contract resources to support hardware installations and/or repair as necessary
  • Assure necessary security of all IT assets
  • Complete and maintain an inventory process to track new and old equipment and software
  • Ensure that all assets are properly tracked and documented for management audit and legal purposes
  • Consistently work to develop and maintain positive and professional relationships with all internal and external customers
  • Support the vision and values of Optum and abide by all policies and procedures
  • Work with other departments to resolve issues for internal staff and external clients
  • Follow-up and update customers with status and information
  • Liaise with leadership and vendors for implementation of new process and workflow
  • Manage escalations from the Help Desk to ensure timely resolution
  • Perform hands-on fixes including software and hardware installations
  • Maintain a knowledge base for problem resolution
  • Assess and recommend system reconfigurations based on trends
  • Perform end-user training
  • 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 Point technologies and HP hardware platforms along with other related technical skills
  • Access to reliable transportation & a valid US driver's license
  • Asset management experience
  • Comprehensive benefits package
  • Incentive and recognition programs
  • Equity stock purchase
  • 401k contribution
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