Desktop Support Specialist - San Juan, PR

UnitedHealth Group•San Juan, PR

19h•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. You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up. UnitedHealth Group IT Remote Client Operations provides a diverse and comprehensive array of infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Maintenance and Provisioning teams, RCO has over 300 resources across the globe and offices worldwide. This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 7:00am - 6:00pm AST. It may be necessary, given the business need, to work overtime, weekends and holidays. Candidate needs to be available to work on different locations (Guaynabo-San Juan). ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

3+ years of experience in MS Windows Desktop support including root cause identification and resolution
3+ years of experience in desktop support, with focus tools on remote support tools
2+ years of experience in customer service
2+ years of experience with troubleshooting desktop support issues focusing in application installation/repair problems
2+ years of experience with ITSM processes, documentation using ticketing systems such as ServiceNow
2+ years of experience using enterprise deployment tools such as Altiris, SCCM or others
1+ years of experience supporting desktop VPN connectivity
Experience with Networking Principles (IPv4, TCP/IP, DNS)
Experience with MS Office Suite
Bilingual English/Spanish
Available to work onsite in our offices located in San Juan, PR

Nice To Haves

Information Technology Certificates
Proven ability to work on multiple issues or projects concurrently
Familiarity with Zscaler
Experience with HIPAA and PHI compliance

Responsibilities

Provide technical support to employee’s computers at UnitedHealth Group and Optum
Diagnosis of issue severity and proper troubleshooting of incident
Incident resolution using knowledge management tool and documented processes and procedures
Executing tasks necessary for computer replacement and data recovery
Participate in process improvement projects
Experience in providing superior service-oriented desktop support
Will work with challenging troubleshooting situations
Must be a self-starter and able to work independently while being part of a decentralized team
Equipment- Receiving, Sanitation and Storage
Equipment deployment
Other Duties may apply