Tech Support Analyst

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.

Optum Care Midwest is searching for a Tech Support Analyst. This will primarily be an onsite role, serving the clinical and administrative locations of Unity Health. This position will lead the technical support and maintenance of the Information Technology Operations for our care delivery organization, Unity Health Network, in the Northeast Ohio area. The ideal candidate will be detail-oriented and well-experienced in IT services and support, preferably in a healthcare environment. The ideal candidate will also demonstrate service excellence through the managing and leading of multiple, complex technology projects and coordinating them through the change management and project management process. This role will be essential to leading standards for break/fix work at various healthcare sites in the area as well as scheduling and performing preventative maintenance to ensure stable operations.

Primary Responsibilities

• Model customer support courtesy across all technology verticals - IT service delivery, operations, business processes, and clinical areas
• Document work completed
• Participate and lead in disaster recovery and business continuity plans and ensure consistent 24x7 monitoring of critical business applications
• Participate and lead in reporting that provides tracking, pattern recognition (common problem categories, resolution techniques), and measures the effectiveness of the problem management process
• Participate and lead in RCA (root cause analysis) meetings, completing and documenting assigned action items
• Provide feedback to IT leadership to establish and maintain service level objectives for IT operations
• Actively participate in disaster recovery planning and rehearsals
• Serve as a mentor to Associate Tech Support Analyst role
  
  

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 Skills

• High School Diploma/GED (or higher)
• 5+ years of experience working with Information Technology to include user endpoint devices, printers, and network switches
• 4+ years of experience utilizing an IT service management (ITSM) tool
• Intermediate level of proficiency in the lifecycle management and technical support of diagnostic and other biomedical equipment
• Access to reliable transportation & a valid US driver's license
  
  

Preferred Skills

• Bachelor’s degree in information technology, Healthcare IT, business, or a related field
• Microsoft, Networking, or Cybersecurity certifications
• ITIL 4 Foundations certification
• 3+ years of experience working within a patient care environment
• Demonstrated understanding of Cisco network switches
• Demonstrated understanding of VOIP solutions
• Demonstrated understanding of network firewalls
  
  

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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