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Sr Technical Support Specialist

Company: Optum
Location: San Antonio
Posted on: August 7, 2022

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Primary Responsibilities:

  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment
  • Resolve technical incidents, and / or assign issues to the appropriate support group as needed
  • Follow all escalation procedures according to service level agreement
  • Use remote control tool to assist end users when needed
  • Provide an accurate record of each contact in the incident management-tracking tool
  • Demonstrate a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function
  • Act as a technical resource to others to resolve problems, issues, errors or related
  • Anticipate customer needs and proactively identifies solutions
  • Plan, prioritize, organize and complete work to meet established objectives
  • Meet established SLA and KPI requirements on a monthly basis
  • Dependable attendance is required
  • On- call support required (2 - 3 weeks per year: Monday 10pm - Thursday 6am; Friday 10pm - Monday 6am)
  • Basic, structured, standard approach to work
  • This role is onsite in San Antonio, TX
    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 Qualifications:
    • High School Diploma / GED
    • 2+ years of experience in a customer or technical service role
    • 1+ years of supporting PC operating systems including Windows 7 and Windows 10
    • 1+ years of Technology Support experience
    • 1+ years supporting mobile devices such as Android or Apple Tablets / Phones
    • Basic Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, etc.) - ability to create, edit, save, and send
    • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.
      Preferred Qualifications:
      • 1+ years of experience with ServiceNow (Incident and Service Request)
      • Information Technology Certifications
      • Computing Technology Industry Association A+ Certification
      • Experience with Networking Principles, Internet Protocol Suite (TCP / IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
        To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment
        Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work. SM
        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.
        Keywords: Optum, UnitedHealth, Senior Technical Support Specialist, Customer Service, Technical Service, Technology Support, Tech Support, MS Office, ServiceNow, Networking Principles, Internet Protocol Suite (TCP / IP), Local Area Networks (LAN), Wide Area Networks (WAN)

Keywords: Optum, San Antonio , Sr Technical Support Specialist, IT / Software / Systems , San Antonio, Texas

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