Associate Technology Support Analyst

UnitedHealth Group•Newburgh, NY

6d•$29 - $52•Onsite

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. Care Field Services analysts provide on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

Requirements

Associate’s degree OR High School Diploma/GED + minimum of 4 years of full-time work experience in Information Technology, or related field
Possess any of the following certifications: A+, Microsoft MCP or MCSE, CompTIA Network+ or a Cisco CCNA
4+ years of experience with providing IT Desktop Support
4+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure
4+ years of experience installing and supporting networked devices such as printers and scanners
Advanced proficiency with Microsoft Office, Windows OS, backup software, Cisco, SharePoint, HP hardware, and related technologies
Access to reliable transportation and valid US driver's license

Nice To Haves

Be proficient in oral and written communication
Have obtained skills in data analysis and solution development
Effective time and resource management
Strong deductive skills for system analysis and problem-solving
Ability to manage multiple high-pressure projects
In-depth knowledge of PC hardware and peripherals
Extensive experience with Windows OS, VPNs, Active Directory, Exchange, Cisco, Citrix, Data Migration, Imaging, and Backup solutions
Candidate must be able to demonstrate a firm understanding of how to troubleshoot hardware, software, and networking issues
Candidate must have a firm understanding of basic networking principles
Candidate must have very strong written and verbal communication skills

Responsibilities

Serve as the on-site escalation point for clinicians requiring technical assistance, using diagnostic techniques and tools.
Travel within a 50-mile radius to provide IT support and perform on-site troubleshooting
Install and ensure operational status of workstations, printers, phones, fax machines, computers, and software applications
Communicate effectively with customers and escalate unresolved issues to the next level of support
Log and record issues and their resolutions, participating in an on-call rotation for after-hours support
Provide technical expertise to end-users and assist in resolving hardware/software issues
Diagnose, troubleshoot, and resolve problems involving operating systems, applications, and network configurations; replace parts as necessary
Prioritize and manage workload independently while focusing on critical items, adapting to new technologies, and improving procedures as needed
Coordinate new access needs and security changes with internal IT leadership, ensuring proper user ID and password communication
Direct external contract resources for hardware installations/repairs as necessary, maintaining inventory and ensuring IT asset security
Develop and maintain professional relationships with all internal and external customers
Support the vision and values of Optum, complying with 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