Intermediate Tech Specialist

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: 

• 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
• Adhere to Information Technology and company asset management procedures
• Participate in project meetings, assist in virtual walk-throughs and communicate with regional team members and other Information Technology groups as required
• Install, physically move, maintain and troubleshoot various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc. 
• Install and troubleshoot various types of software
• Perform basic hardware repairs as needed
• Provide input for problem resolution other Information Technology employees
• Instruct customers in the use of computer equipment; answer questions and assist in resolving incidents and problems related to hardware and software applications
• Participate in non-prime 24x7 on-call rotation in response to field support incidents
• Maintain Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring
• Configure and support Avaya equipment software
• Troubleshoot and resolve issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management
• Maintain equipment and wiring in telecom closets 
• Configure and support Vocera and wireless phone systems 
• 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
• If needed, assist with on-site after-hour power outage coverage
• Replace and/or install failed network equipment
• Perform low level access function to switches and term servers
• Maintain cross connections and switch documentation in data closets
• Assist in data closet best practices, troubleshoot or escalate issues 
• Participate in non-prime 24x7 on-call rotation
• Attend project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups as required
• Maintain ServiceNow (SN) ticket service level agreements (SLA) and document customer communications and work completed within SN tickets. Respond to ticket updates and escalation requests within 4 hours
• Escalate issues and workload problems to senior team members
• Participate in and sometimes lead small projects
• Create documentation pertaining to service requests and technical issues for use by end users and internal IT employees
• Test and evaluate proposed changes by performing baseline tests for quality and ensure processes are implemented in a consistent manner
• Adhere to the Change Management and the Service Management tool (ServiceNow)
• Other duties as assigned

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.

Required Qualifications:

• High School Diploma/GED (or higher)
• 2+ years of experience with operating systems, infrastructure, hardware and software, previous work with desktop, telecom or network hardware
• Ability to work onsite
• Must be 18 years of age OR older
• Access to reliable transportation and valid US driver's license

Preferred Qualifications:

• Vocational or Technical Training in Computer Science, Information Technology or related field
• Bachelor's degree in Computer Science, Information Technology or related field 
• Experience working in a healthcare setting is a plus
• ServiceNow proficiency

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 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.

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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