Tech Support Specialist

UnitedHealth Group•Concord, CA

10h•$20 - $36•Hybrid

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 your 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. The Field Services Tech is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person at sites throughout the Bay Area and must provide solutions in a timely manner and document all issues and resolutions. If you reside in California, you’ll enjoy the flexibility to telecommute as you take on some tough challenges.

Requirements

2+ years of support experience (Desktop)
2+ years of experience maintaining and configuring PCs and Laptops; including but not limited to Windows 10/11 and newer, networking, Office/Open Office apps, Internet and anti-virus
2+ years of knowledge maintaining Office 365 user accounts
2 + years of ability to multi-task
May be required to commute to offices on occasion
Some after hours and weekend work may be necessary, per client schedules
Some 24x7 On Call rotation for client support may be necessary
Access to reliable transportation and valid US driver’s license

Nice To Haves

Superior customer service skills, ability to troubleshoot and explain complex issues to non-technical individuals
Solid written and oral communication skills
Solid interpersonal and team skills
Solid documentation and reporting skills
Proven ability to be self-motivated and self-sufficient, required

Responsibilities

Provide point of contact and ticket escalation ownership for all company clients and related tickets escalated from our remote help desk
Provide support assistance for Network Administrator on basic networking tasks, including but not limited to: file restore requests, data center cabling, and hardware installation
Support all tasks required Desktop Support Technicians; such as but not limited to printer installs, password resets, and new hire and departing employee account management
Promptly and professionally resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues via phone, email, or in person at client sites throughout the area
Provide superior customer service demonstrating professionalism, helpfulness, and care to all of our clients
Document all support requests (regardless of source), actions taken, and the resolution.
Ensure we are delivering on all Service Level Agreements with our clients
Other duties as assigned