Technical Support Analyst

Job Description

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.

Under general supervision, a Assoc Tech Support Analyst provides first-tier support to end users with hardware, custom and third-party software applications, networks, telephony systems, AS/400, and application security issues. Documents initial analysis and data gathering of issues. Documents resolution to reported problems. Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support. Assists end users with issue via remote assistance software.

The schedule for this role is: Variable/ Ready to work in 24.7 Shifts on a Rotational basis.

Primary Responsibilities:

- Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users. Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues. Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system. Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems
- Utilize knowledge bases and documentation to debug issues. Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk. Work with remote end users to analyze issues and provide solutions or escalate issues as determined necessary. Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues
- Work with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level. Perform other duties as assigned by management

- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

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.

Eligibility

To apply to an internal job, employees must meet the following criteria:

- Minimum 12 months in the current Role/ Grade/ level
- Not an Active CAP at the time of applying for the IJP
- Last Review rating of Meets Expectations or Exceeds Expectation
- Employees currently at Grade 24 will move to the next grade and Grade 25 (Lateral Movement) can apply for this position

Required Qualifications:

- Bachelor's degree in computer science, information systems or a related field
- 1+ years of experience with Computer Repair / Troubleshooting
- 1+ years of experience in Customer Service
- Ability to work the following schedule: Ready to work in 24.7 Shifts on a Rotational basis

Preferred Qualifications:

- Experience with operating systems (Windows, macOS, Linux)
- Experience with Active Directory and Office 365.
- Proficiency in troubleshooting hardware, software, and network issues
- Knowledge of network concepts and configurations
- Familiarity with IT service management frameworks like ITIL
- Basic understanding of cybersecurity principles.

...AI User-Will use co-pilot, as well as use ServiceNow's AI capabilities for ticket resolution...