Senior Tech Support Specialist

UnitedHealth Group•La Crosse, WI

3d•$24 - $43•Remote

About The Position

The Senior Tech Support Specialist provides technical support to Optum Serve internal and external customers. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

High School Diploma/GED
1+ years of experience working in an IT field
6+ months of experience with Microsoft Office products to assist end users with technical assistance for hardware and software
Ability to obtain favorable adjudication following the submission of Defense Health Agency eQuip Form SF86
Ability and willingness to work in these shifts: 9 am to 6 pm CST or 10 am to 7 pm CST
Typing speed: 50–70 WPM for standard technical support
United States citizenship is required for this position
Must be able to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top-Secret security clearance

Nice To Haves

Associates degree with 6 months of experience in a desktop support environment
All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Responsibilities

Receive, troubleshoot, and respond to Help Desk requests via phone calls or chats in a 24/7 environment
Set up and maintain hardware and software, including computers, printers, copiers, faxes, scanners, and projectors
Educate end-users on how to resolve various hardware and software problems
Assist staff with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software, complying with given standards and guidelines
Monitor stock levels of hardware and submit requests for equipment when needed
Front Desk duties include helping walk ins, recording receipts of computer equipment
Provide on-site technical support for video conference software and hardware
Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
Maintain a working inventory of most used items for desktop support. Inventory and request items as needed to maintain effective amounts
Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware
Maintain Incident / Request logs and records
Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution