Tech Support Specialist

UnitedHealth Group•Rock Hill, SC

3d•$20 - $36

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. Primary Responsibilities: Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence Training and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies Project Support: Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes Compliance and Security Adherence: Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA) Inventory and Resource Management: Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts Collaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively Provide customer service support to both internal users, external customers, and vendors on Prohealth Care's Network Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization Maintains detailed and accurate records in workload management, asset management, and administrative applications Provides tier I and II support in all areas of the organizational service portfolio Provides excellent customer service to all levels of employees including customers, peers, and leadership Accurately follows documentation and checklists to ensure efficiency and consistency Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer Self-directed once assigned work and functions with considerable independence Shows an interest in learning more advanced aspects of the functional skills Actively maintains a level of self-study related to technology and customer service Able to communicate with the customer in non-technical terms so the users can understand 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

High School Diploma/GED (or higher)
1+ years of IT support experience or 6+ years of technical support experience in lieu of a degree
1+ years of experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners
1+ years of experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems
Ability to lift 40 lbs., work in an environment of varying temperatures, ability to navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation

Nice To Haves

Familiarity with general networking and customer/server concepts
Adaptability, teamwork, and problem-solving abilities in a high-pressure, healthcare-focused environment

Responsibilities

Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence
Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies
Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes
Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA)
Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts
Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services
Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures
Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly
Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively
Provide customer service support to both internal users, external customers, and vendors on Prohealth Care's Network
Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization
Maintains detailed and accurate records in workload management, asset management, and administrative applications
Provides tier I and II support in all areas of the organizational service portfolio
Provides excellent customer service to all levels of employees including customers, peers, and leadership
Accurately follows documentation and checklists to ensure efficiency and consistency
Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department
Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means
Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer
Self-directed once assigned work and functions with considerable independence
Shows an interest in learning more advanced aspects of the functional skills
Actively maintains a level of self-study related to technology and customer service
Able to communicate with the customer in non-technical terms so the users can understand