Infrastructure Technology Support Technician

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

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Caring. Connecting. Growing together.

As the regional technical point of contact this position is cross-trained in many areas to provide optimal support and resolution to fulfill internal customer's desktop, telecom & network infrastructure field support needs including-desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues.

This position works very closely with regional coordinators ensuring projects and daily tasks are properly staffed with the appropriate technical resources and ensuring technical tasks are accomplished per schedules, per customer requirements and SLA's while reviewing status updates and technical escalations for the regional team. Participation in a non-prime 24 x 7 on-call rotation in response to reported field support incidents is required.

• 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
• Gather requirements and coordinate complex and large scale installation, move, add, changes (IMAC) within established service level agreements
• Conduct in-depth research, complex technical analysis and recommendations for non-standard hardware requests or incidents in consideration of technical systems capability, short and long term support implications, feasibility and ownership requirements
• Demonstrate and promotes good stewardship of company resources through following proper asset management procedures
• Prioritize conflicting day-to-day technical workloads and special requests while enforcing Service Level Agreements (SLA) to expected standards
• Assign work direction and expectation to technical staff within the region
• Serves as key regional technical contact for site contacts and Information Technology (IT) management for special requests, identifying issues and addressing their impact, and proactively recommending solutions
• Provide, mentoring, training and work guidance for technical issues to less experienced team members
• Monitor training needs of regional team, communicate when training is available and updated manager
• Provide technical guidance and oversight of PC Refresh team
• Participate in non-prime 24x7 on-call rotation
• Organize installations, staffing and physical moves, maintaining and troubleshooting various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc.
• Skilled and experienced troubleshooter with ability to determine root cause of complex and problematic issues very quickly and with high resolution certainty
• Assess, evaluate and recommend technical solutions for computer hardware, software, network connectivity and basic telecom issues for short term and long term resolutions
• Follow and communicate established policies and procedures; create documentation or notify manager if documentation is outdated, incorrect or needs improvement
• Able to perform minimum hardware repairs as required
• Proficient at maintaining Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring
• Maintain, configure and support Avaya equipment software
• Perform local phone services by resolving issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management
• Configure and support Vocera and wireless phone systems without supervision
• 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
• Provide on-site after-hour power outage coverage
• Replace and/or install failed network equipment
• Perform low level access function to…