Tech Support Analyst

About The Company Optum is a global organization dedicated to delivering innovative healthcare solutions by integrating advanced technology and compassionate care. Our mission is to help millions of people live healthier lives by providing access to essential health services, pharmacy benefits, data insights, and resources that promote well-being. We foster a culture rooted in inclusion, collaboration, and continuous growth, offering our team members comprehensive benefits and ample opportunities for career development. At Optum, your work directly impacts communities worldwide, advancing health optimization and ensuring better health outcomes for all. Join us to be part of a dynamic environment where caring, connecting, and growing together are at the core of our values.

About The Role The Level 2 Support Technician at Optum plays a critical role in maintaining the integrity and efficiency of our IT support services. This technical professional is responsible for handling incident tickets related to remote and local support, ensuring timely resolution of user issues, and maintaining optimal system performance. The technician will investigate and troubleshoot technical problems, deploy software updates, restore services, and collaborate with peers and higher-level support teams to escalate complex issues. Effective communication skills are essential, as the role involves interacting with end users to provide clear guidance and support. The ideal candidate will possess a solid understanding of IT systems, processes, and terminology, and demonstrate a commitment to exceeding customer expectations through high-quality support. This position offers an engaging environment where your technical expertise will directly contribute to operational excellence and improved user experiences.

Qualifications Qualified candidates should possess a high school diploma or equivalent (GED) with a minimum of three years of experience as a Level 2 Technician. A strong background in Windows operating systems, with at least three years of hands-on experience, is required. Additionally, candidates should have at least two years of experience working with Microsoft mobile applications such as Outlook, Microsoft 365 Suite, and the Company Portal app. The ability to travel across local office branches is necessary to support various site locations. Preferred qualifications include a bachelor’s degree in Computer Science or a related field, relevant industry certifications such as ITSM, CompTIA A+, or Microsoft 365 Certified: Modern Desktop Administrator Associate, and experience supporting Windows 10/11, VPNs, Azure environments, and remote support tools. Knowledge of VMware Workspace ONE, Microsoft Intune, ServiceNow, and Ivanti applications will be considered advantageous. Candidates should also demonstrate soft skills such as excellent communication, attention to detail, self-motivation, and the ability to work independently within a decentralized team structure.

Responsibilities

• Utilize enterprise-approved AI tools to improve productivity by automating routine tasks and streamlining workflows, while evaluating emerging trends to foster continuous improvement and strategic innovation.
• Participate actively in team projects and initiatives as directed by management, contributing to collective goals and operational efficiency.
• Perform security-restricted processes to ensure compliance with organizational and industry standards.
• Collaborate with support peers to diagnose and resolve technical issues efficiently, sharing knowledge and best practices.
• Develop and maintain relationships with all levels of support personnel to ensure seamless communication and issue resolution.
• Gain proficiency with organizational hardware and software, supporting desktop issues at local sites, including software installation, hardware upgrades, data backups, and system configuration.
• Conduct preventative maintenance on local inventory, including cleaning and checking workstations, printers, and peripherals to prevent future issues.
• Document problem resolutions in the knowledge base to facilitate future troubleshooting and knowledge sharing.
• Educate end users to enable self-resolution of common issues, reducing support ticket volume and empowering users.
• Leverage online and intranet resources to assist in problem-solving and stay updated on the latest technology trends.
• Analyze incident trends to identify recurring issues and implement proactive solutions to reduce incident rates.
• Identify opportunities to decrease the total time required to close support tickets and implement process improvements accordingly.
• Monitor incident patterns, alert management to emerging trends, and communicate high-impact issues along with potential solutions.
• Manage incoming work requests via phone calls, call center queues, ServiceNow, chat, and email channels, ensuring courteous and effective support.
• Escalate complex or unresolved issues to higher-level support teams, subject matter experts, or application specialists when necessary.
• Follow up with end users post-resolution to confirm issues are fully resolved and satisfaction is achieved.
• Provide face-to-face IT support at local sites, demonstrating professionalism and technical expertise.
• Be physically capable of lifting up to 30 lbs to support hardware deployment and maintenance activities.

Benefits Optum offers a competitive compensation package, with hourly rates ranging from $28.27 to $50.48 based on experience and qualifications. Our benefits include comprehensive health insurance, dental and vision coverage, retirement plans such as 401(k), and incentive and recognition programs. We also provide stock purchase options and career development opportunities to support your professional growth. Employees enjoy a supportive environment that encourages innovation, collaboration, and continuous learning. Additionally, we prioritize work-life balance and offer flexible work arrangements where applicable. Our commitment to employee well-being and recognition ensures that your contributions are valued and rewarded.

Equal Opportunity

Optum and UnitedHealth Group are equal employment opportunity employers. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate based on race, ethnicity, gender, sexual orientation, gender identity, age, disability, religion, or any other