Senior Tech Support Specialist
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. Primary Responsibilities: Provides direct support for projects, complex work requests and tasks and other technical requests Evaluates technical products and customer environments and recommends solutions Provides Tier 2 and 3 support in all areas of the departmental service portfolio Largely self-directed once assigned work and functions with considerable independence Provides excellent customer service to all levels of employees including customers, peers and leadership Participates and engages in team meetings, team building activities and other opportunities to strengthen the department Leads by example Communicates in a professional, positive and timely manner in person, on the phone and via electronic means Represents the department and company in a positive and professional manner Participates in the evaluation and estimation of routine work requests and minor projects Adheres to all Optum/UGH, American Health Network and departmental policies and procedures Follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency Use advanced troubleshooting methodologies that provide efficient, effective resolutions and minimize impact to the customer Maintains detailed and accurate records in workload management, asset management and administrative applications Adheres to deadlines Actively maintains education and cross-training on all departmental areas of expertise Maintains required certifications Assist management in identifying opportunities for process improvement within the department Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 experience in Information Systems (IS)
- 1+ years of Windows Desktop support experience
- 1+ years of experience with Microsoft office
- 6+ months of customer service experience
- Access to reliable transportation and valid US driver’s license
Nice To Haves
- 1+ years of experience with Webex/similar technologies
- Ability to obtain CompTIA A+ within 6 months and maintain via Continuing Education Program
Responsibilities
- Provides direct support for projects, complex work requests and tasks and other technical requests
- Evaluates technical products and customer environments and recommends solutions
- Provides Tier 2 and 3 support in all areas of the departmental service portfolio
- Largely self-directed once assigned work and functions with considerable independence
- Provides excellent customer service to all levels of employees including customers, peers and leadership
- Participates and engages in team meetings, team building activities and other opportunities to strengthen the department
- Leads by example
- Communicates in a professional, positive and timely manner in person, on the phone and via electronic means
- Represents the department and company in a positive and professional manner
- Participates in the evaluation and estimation of routine work requests and minor projects
- Adheres to all Optum/UGH, American Health Network and departmental policies and procedures
- Follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency
- Use advanced troubleshooting methodologies that provide efficient, effective resolutions and minimize impact to the customer
- Maintains detailed and accurate records in workload management, asset management and administrative applications
- Adheres to deadlines
- Actively maintains education and cross-training on all departmental areas of expertise
- Maintains required certifications
- Assist management in identifying opportunities for process improvement within the department
- Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
