Infrastructure Technology Support Technician

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start  Caring. Connecting. Growing together.  

As the regional technical point of contact this position is cross-trained in many areas to provide optimal support and resolution to fulfill internal customer's desktop, telecom & network infrastructure field support needs including-desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues. 

This position works very closely with regional coordinators ensuring projects and daily tasks are properly staffed with the appropriate technical resources and ensuring technical tasks are accomplished per schedules, per customer requirements and SLA's while reviewing status updates and technical escalations for the regional team. Participation in a non-prime 24 x 7 on-call rotation in response to reported field support incidents is required. 

Primary Responsibilities: 

• Process new Service Requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation and fulfillment
• Research and work with a Value Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software 
• Gather requirements and coordinate complex and large scale installation, move, add, changes (IMAC) within established service level agreements
• Conduct in-depth research, complex technical analysis and recommendations for non-standard hardware requests or incidents in consideration of technical systems capability, short and long term support implications, feasibility and ownership requirements
• Demonstrate and promotes good stewardship of company resources through following proper asset management procedures
• Prioritize conflicting day-to-day technical workloads and special requests while enforcing Service Level Agreements (SLA) to expected standards
• Assign work direction and expectation to technical staff within the region
• Serves as key regional technical contact for site contacts and Information Technology (IT) management for special requests, identifying issues and addressing their impact, and proactively recommending solutions
• Provide, mentoring, training and work guidance for technical issues to less experienced team members
• Monitor training needs of regional team, communicate when training is available and updated manager
• Provide technical guidance and oversight of PC Refresh team
• Participate in non-prime 24x7 on-call rotation
• Organize installations, staffing and physical moves, maintaining and troubleshooting various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc.
• Skilled and experienced troubleshooter with ability to determine root cause of complex and problematic issues very quickly and with high resolution certainty
• Assess, evaluate and recommend technical solutions for computer hardware, software, network connectivity and basic telecom issues for short term and long term resolutions
• Follow and communicate established policies and procedures; create documentation or notify manager if documentation is outdated, incorrect or needs improvement
• Able to perform minimum hardware repairs as required
• Proficient at maintaining Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring
• Maintain, configure and support Avaya equipment software
• Perform local phone services by resolving issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management
• Configure and support Vocera and wireless phone systems without supervision
• Performs moves, adds and changes at system-wide locations including installation of analog, digital and IP phones and headsets
• Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment
• Provide on-site after-hour power outage coverage
• Replace and/or install failed network equipment
• Perform low level access function to switches and term servers
• Conduct cross connections and switch documentation in data closets
• Maintain data closet best practices, troubleshoot or escalate issues within IT department
• Organize, plan staffing and train employees on medium to large project teams
• Primary point of contact for regional Business Analyst IT/Coordinator for providing technical resources for projects and ensuring technical staff timely complete required work
• Coordinate complex implementation activities working with the regional Business Analyst IT/Coordinator, customers and other IT groups to produce desired business solutions while following standard project management methodologies
• Participate in and lead as needed, project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups
• Communicate technical updates, issues, open issues, etc. to key stakeholders
• Maintain ServiceNow ticket service level agreement (SLA) and document customer communications and work completed within SN tickets
• Proactively identify opportunities for incident resolution, service improvements and internal efficiencies following ITIL best practices
• Document processes and procedures for common Services Requests and Incidents, thereby enabling less experienced personnel to become familiar with proven methods of resolution
• Participate and lead when needed task groups to define, develop, document, communicate and implement technical process improvements and initiatives
• Create, distribute and train on clear and concise technical process documentation for team members, end-users and support groups
• Other duties as assigned

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.

Required Qualifications:

• High School Diploma
• 3+ years of experience providing technical support, desktop support, or IT helpdesk assistance
• 3+ years of experience troubleshooting hardware, desktop operating systems (e.g., Windows, macOS), and standard business software
• 3+ years of experience using IT incident tracking or ticketing tools (e.g., ServiceNow, Remedy)
• 3+ Years of experience with operating systems, infrastructure, telecom and network support required 
• Must be 18 years of age

Preferred Qualifications:

• Associate degree or Bachelor's degree in Information Technology, Computer Science, or a related technical field
• Relevant industry certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator)
• Experience supporting software applications or IT infrastructure within a healthcare or corporate enterprise environment
• Basic understanding of networking principles, Active Directory, and remote support tools
• Strong customer service orientation with clear written and verbal communication skills
• Demonstrated ability to follow standard operating procedures and resolve technical issues in an enterprise environment

 

Pay 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 salary for this role will range from $60,200 to $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.

 

 

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