Tech Support Specialist

UnitedHealth Group•Walnut Creek, CA

4d•$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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. The Tech Support Specialist 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. 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
1+ years of experience in maintaining and configuring PCs and Laptops; including but not limited to Windows 7/10 and newer, networking, Office/Open Office apps, Internet and anti-virus
1+ years of experience in customer service skills, ability to troubleshoot and explain complex issues to non-technical individuals
Access to reliable transportation & valid US driver's license

Nice To Haves

Knowledge maintaining Office 365 user accounts, required
Basic understanding of networking, desirable
Solid written and oral communication skills, required
Solid interpersonal and team skills, required
Solid documentation and reporting skills, required
Ability to multi-task, required
Strong organizational and analytical skills, required
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
Though rare, evening and weekend work and 24x7 on-call rotation is possible depending on client project schedules
Ensure we are delivering on all Service Level Agreements with our clients
Other duties as assigned