Infrastructure Technology Support Technician Senior

UnitedHealth Group • Minneapolis, MN

95d • $58,800 - $105,000 • Onsite

About The Position

Opportunities at Optum, in strategic partnership with Allina Health. As an Optum employee, you will provide support to the Allina Health account. 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. As the regional technical point of contact, this position is cross-trained in many areas to provide optimal support and resolution to fulfill internal customer's desktop, telecom & network infrastructure field support needs including-desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues. This position works very closely with regional coordinators ensuring projects and daily tasks are properly staffed with the appropriate technical resources and ensuring technical tasks are accomplished by schedules, per customer requirements and SLA's while reviewing status updates and technical escalations for the regional team. Participation in a non-prime 24 x 7 on-call rotation in response to reported field support incidents is required.

Requirements

• High School Diploma/GED (or higher)
• 4+ years of experience with operating systems, infrastructure, hardware and software
• 4+ years of experience as a Desktop Technician
• Intermediate level of proficiency in Microsoft Office
• Access to reliable transportation and valid US driver's license
• Must be 18 years of age OR older

Nice To Haves

• Bachelor's Degree in Computer Science, Information Technology or related field
• Vocational or Technical Training in Computer Science, Information Technology or related field
• ServiceNow experience
• Experience in a lead/supervisory role

Responsibilities

• Process new Service Requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation and fulfillment
• Research and work with a Value-Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software
• Gather requirements and coordinate complex and large-scale installation, move, add, changes (IMAC) within established service level agreements
• Conduct in-depth research, complex technical analysis and recommendations for non-standard hardware requests or incidents
• Demonstrate and promote good stewardship of company resources through following proper asset management procedures
• Prioritize conflicting day-to-day technical workloads and special requests while enforcing Service Level Agreements (SLA)
• Assign work directions and expectations to technical staff within the region
• Serve as key regional technical contact for site contacts and IT management for special requests
• Provide mentoring, training and work guidance for technical issues to less experienced team members
• Monitor training needs of regional team and communicate when training is available
• Provide technical guidance and oversight of PC Refresh team
• Organize installations, staffing and physical moves, maintaining and troubleshooting various computer equipment
• Assess, evaluate and recommend technical solutions for computer hardware, software, network connectivity and basic telecom issues
• Follow and communicate established policies and procedures; create documentation or notify manager if documentation is outdated
• Proficient at maintaining Avaya equipment hardware and software
• Perform local phone services by resolving issues regarding local phone services
• Install preconfigured network gear such as switches, firewalls and terminal servers
• Provide on-site after-hour power outage coverage
• Organize, plan staffing and train employees on medium to large project teams
• Coordinate complex implementation activities working with the regional Business Analyst IT/Coordinator
• Maintain ServiceNow ticket service level agreement (SLA) and document customer communications
• Proactively identify opportunities for incident resolution, service improvements and internal efficiencies following ITIL best practices
• Document processes and procedures for common Services Requests and Incidents

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED