Technical Support Specialist

Job TitleOptum 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 recurrenceTraining and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologiesProject Support: Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changesCompliance 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 partsCollaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support servicesProactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failuresService Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordinglyCross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectivelyProvide customer service support to both internal users, external customers, and vendors on Prohealth Care's NetworkInstall, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organizationMaintains detailed and accurate records in workload management, asset management, and administrative applicationsProvides tier I and II support in all areas of the organizational service portfolioProvides excellent customer service to all levels of employees including customers, peers, and leadershipAccurately follows documentation and checklists to ensure efficiency and consistencyParticipates and engages in team meetings, team building activities, and other opportunities to strengthen the departmentCommunicates in a professional, positive and timely manner in person, on the phone, and via electronic meansUses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customerSelf-directed once assigned work and functions with considerable independenceShows an interest in learning more advanced aspects of the functional skillsActively maintains a level of self-study related to technology and customer serviceAble to communicate with the customer in non-technical terms so the users can understandYou'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.Required Qualifications:High School Diploma/GED (or higher)2+ years of technical support experience2+ years of experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners2+ years of experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systemsAbility 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 transportationPreferred Qualifications:Familiarity with general networking and customer/server conceptsAdaptability, teamwork, and problem-solving abilities in a high-pressure, healthcare-focused environmentPay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.89 to $42.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.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.