Infrastructure Technology Support Technician

UnitedHealth Group•Minneapolis, MN

6d•$60,200 - $107,400

About The Position

Optum Insight is seeking an Infrastructure Technology Support Technician to serve as a regional technical point of contact, providing cross-trained desktop, telecommunications, and network infrastructure field support. The role supports internal customers with desktop hardware and software, including computers, printers, scanners, handheld devices, monitors, laptops, tablets, and iOS devices. The technician works closely with regional coordinators to staff projects and daily tasks, meet schedules and customer requirements, and review team status and technical escalations. Participation in a non-prime 24/7 on-call rotation is required. The position coordinates service requests and complex installations, moves, adds, and changes; researches technical feasibility and supportability; troubleshoots hardware, software, network connectivity, and basic telecom issues; and provides technical guidance to regional staff. It also supports Avaya, Vocera, wireless phone systems, local phone services, network equipment, data closets, and infrastructure installations. The technician coordinates project resources and implementation activities, communicates with customers and IT stakeholders, maintains ServiceNow tickets and SLAs, and documents processes and improvements. The role offers a salary range of $60,200 to $107,400 annually based on full-time employment. Compensation depends on factors including local labor markets, education, work experience, and certifications. The employer states that it provides development opportunities and a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and a 401(k) contribution, subject to eligibility requirements. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma.
At least 3 years of experience providing technical support, desktop support, or IT helpdesk assistance.
At least 3 years of experience troubleshooting hardware, desktop operating systems such as Windows or macOS, and standard business software.
At least 3 years of experience using IT incident tracking or ticketing tools such as ServiceNow or Remedy.
At least 3 years of experience with operating systems, infrastructure, telecommunications, and network support.
Must be at least 18 years of age.

Nice To Haves

Associate or bachelor's degree in Information Technology, Computer Science, or a related technical field.
Relevant industry certifications, such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
Experience supporting software applications or IT infrastructure in a healthcare or corporate enterprise environment.
Basic understanding of networking principles, Active Directory, and remote support tools.
Strong customer service orientation and clear written and verbal communication skills.
Ability to follow standard operating procedures and resolve technical issues in an enterprise environment.

Responsibilities

Process service requests from defining customer requirements through acquisition, approvals, delivery, implementation, and fulfillment.
Work with a Value Added Reseller to assess technical feasibility, compatibility, and supportability of infrastructure hardware and software.
Gather requirements and coordinate complex or large-scale installations, moves, adds, and changes within established service-level agreements.
Research and analyze non-standard hardware requests and incidents, recommending solutions that account for technical capability, support implications, feasibility, and ownership requirements.
Follow asset management procedures and promote responsible use of company resources.
Prioritize competing technical workloads and special requests while meeting service-level agreements.
Assign work direction and expectations to regional technical staff.
Serve as a regional technical contact for site contacts and IT management, addressing special requests and issues and recommending solutions.
Mentor, train, and provide work guidance to less experienced team members; monitor regional training needs and update the manager.
Provide technical guidance and oversight to the PC Refresh team.
Participate in the non-prime 24/7 on-call rotation and provide on-site after-hours power outage coverage.
Organize installations, staffing, and physical moves; maintain and troubleshoot desktop PCs, laptops, wireless WAN laptops, tablets, mobile devices, printers, scanners, monitors, and iOS devices.
Diagnose complex issues, determine root causes, and recommend short- and long-term hardware, software, network connectivity, and basic telecom solutions.
Follow and communicate established policies and procedures; create or flag documentation updates when needed.
Perform basic hardware repairs as required.
Maintain Avaya hardware, including replacing phone components, resolving headset issues, and verifying network wiring; configure and support Avaya software.
Resolve local phone service issues, including vendor-provided T1 and analog interruptions, and manage vendor coordination.
Configure and support Vocera and wireless phone systems independently.
Perform system-wide phone moves, adds, and changes, including installation of analog, digital, and IP phones and headsets.
Install preconfigured network equipment such as switches, firewalls, and terminal servers; asset-tag UPS and ATS equipment; replace or install failed network equipment; and perform low-level access functions on switches and terminal servers.
Conduct data closet cross-connections and switch documentation, maintain data closet best practices, and troubleshoot or escalate issues within IT.
Plan staffing and train employees on medium- to large-scale project teams.
Coordinate technical resources and project work with the regional Business Analyst IT/Coordinator.
Coordinate implementation activities with regional coordinators, customers, and other IT groups using standard project management methodologies.
Participate in and lead project meetings as needed, assist with virtual walkthroughs, and communicate with regional team members and other IT groups.
Communicate technical updates, issues, and open items to key stakeholders.
Maintain ServiceNow ticket SLAs and document customer communications and completed work in tickets.
Identify opportunities for incident resolution, service improvement, and internal efficiency using ITIL best practices.
Document procedures for common service requests and incidents to support less experienced personnel.
Participate in or lead task groups to define, develop, document, communicate, and implement technical process improvements and initiatives.
Create, distribute, and provide training on clear technical process documentation for team members, end users, and support groups.
Perform other duties as assigned.