UnitedHealth Group Sr. Technical Support Analyst - Ontario, CA in Ontario, California

No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm)

Primary Responsibilities:

  • Answer, troubleshoot and resolve inbound technical calls within the Help Desk to efficiently and professionally support customers

  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

  • Follow all escalation procedures according to service level agreement

  • Use remote control tools to assist end users when needed

  • Provide an accurate record of each call in 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

  • Maintain accurate hardware inventory count, and prepare for Ewaste activities

  • Plan, prioritize, organize and complete work to meet established objectives

  • Provide technical resolutions utilizing any available resources

  • Provide the best customer service possible and resolve issues with a sense of urgency

Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

Required Qualifications:

  • A+ Certification

  • 3+ years of experience with PC operating systems including Windows XP, 7, 8 and 10

  • 3+ years of experience in a customer service role

  • 3+ years of Technology Support experience

  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)

  • Experience with MS Office (including Word, Excel and PowerPoint)

Preferred Qualifications:

  • Bachelor's Degree or higher level of education

  • Information Technology Certifications

  • Microsoft Certified Systems Engineer (MCSE)

  • Call Center experience

  • Citrix troubleshooting experience at the user level

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

North American Medical Management, California, Inc. (NAMM California) partnered with OptumHealth in 2012. NAMM California and OptumHealth share a common goal of bringing patients, physicians, hospitals and payers closer together in the mission to increase the quality, efficiency and affordability of care. NAMM California is a part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system. NAMM California develops and manages provider networks, offering a full range of services to assist physicians and other providers in supporting patient care coordination and their managed care business operations. For over 18 years, NAMM California has been an innovator in health care with a track record for quality, financial stability, extraordinary services and integrated medical management programs. NAMM California is well positioned to continually invest in its infrastructure and systems for the benefit of its provider clients and to accommodate the impending changes that will come forth from healthcare reform.

The NAMM California provider clients represent a network of almost 600 primary care physicians and over 3,000 specialists and work with the premier hospitals in their respective markets.

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.

Job Keywords: Sr. Technical Support Analyst, Ontario, CA, California