Tech Support Specialist

UnitedHealth Group•Plymouth, MN

2d•$20 - $36•Onsite

About The Position

The Hardware Technician role is designed to support the operational efficiency of Emergency Medical Services (EMS) by ensuring the functionality, security, and availability of laptops and other hardware used in the field. The position requires technical expertise in laptop repair, software updates, inventory management, and troubleshooting, along with a proactive approach to maintaining hardware and software systems. Below is a detailed summary of the responsibilities, daily duties, and qualifications for the role. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Requirements

High school diploma or equivalent
Minimum age of 21 years
1 year of experience in laptop repair and software updates
1 year experience with Microsoft office apps especially with word and excel
1 year of customer service experience in a medical or technical facility

Nice To Haves

Knowledge of Emergency Services billing requirements
Ability to analyze and provide statistical data related to EMS services, including: Number of transports, Common transport locations, Overall EMS service trends
Problem-Solving: Ability to troubleshoot hardware and software issues effectively.
Inventory Management: Strong organizational skills to maintain accurate records of hardware and repair history.
Communication: Clear and professional communication skills to interact with EMS crews and Fire Administration.
Adaptability: Willingness to learn new technologies, such as radio programming, and adapt to evolving EMS needs.
Attention to Detail: Precision in tracking laptop locations, repair statuses, and inventory data.

Responsibilities

Repair EMS Laptops: Establish and manage a centralized location (Depot) where EMS crews can exchange malfunctioning or damaged laptops for fully functional ones. The process is designed to be simple and informal. Crews bring broken laptops to the Depot, fill out a short form describing the issue, and swap the broken laptop for a working one.
Ensure Availability of Working Laptops: Create and maintain a standardized laptop image that includes essential applications such as ESO (Electronic Patient Care Reporting software), Handtevy (Pediatric emergency care software), and PC Gateway (Connectivity software). Remove unnecessary files or images created by officers to optimize laptop performance. Ensure the ESO app and other critical software are updated regularly. Modify the Windows 10 image (or other versions) to meet EMS-specific needs, addressing security considerations (e.g., limiting web access, restricting settings via group policy) and user-friendly adjustments based on feedback from end users. Implement scripts for monitoring device usage, including notifications for photos/videos, web activity, and daily IP address check-ins. Test Windows updates before applying them to ensure compatibility and stability.
Inventory Management: Maintain a detailed inventory of laptops and their repair history using Vector Solutions' Check IT Module. Generate reports on common issues and repairs to identify trends and improve processes. Assist in creating an electronic inventory for Fire Department apparatus, including but not limited to laptops.
Point of Contact for Hardware/Software Issues: Serve as the primary contact for hardware and software issues, carrying the "Help Line" phone at all times. Develop expertise in ESO software, Lifenetsystems, and other relevant platforms to address issues effectively. Provide support for peripheral devices, including Physio Control Lifepak 15 (cardiac monitors/defibrillators), Titan external modems, Amazon readers, and Unit iPhones (Full Code Pro).
Miscellaneous Duties: Assist in creating operational reports for Fire Administration (limited scope). Oversee the management of cell lines for laptops. Develop scripts to automate routine tasks on laptops, improving efficiency. Provide additional support to the Fire Department in areas such as radio programming, once adequately trained.