Associate 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 inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Care Field Services Technician supports and manages day-to-day on-site IT support operations for clinical locations, providers, and practice managers. This role operates as a hands-on technical resource and the face of IT in the clinical workspace, using Service Now to manage tickets and support activities, resolving clinical-location escalations, delivering white-glove end-user support, and executing project work that helps maintain technology readiness for care delivery operations.

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.

If you are located in or within commutable driving distance to Middletown, NY, you'll enjoy the flexibility to work remotely
* as you take on some tough challenges. This is a field-based role.

• Manage day-to-day IT support operations at clinical locations using the Service Now ticketing system, including travel to clinics as needed
• Provide on-site support for providers, practice managers, and clinical teams, serving as a visible and responsive IT support resource in the clinical workspace
• Deliver white-glove end-user support, including onboarding support, technical hardware installation, answering technical questions, and following up with users through resolution
• Support clinical-location IT escalations by troubleshooting issues, coordinating next steps, and engaging the appropriate support teams when needed
• Diagnose, troubleshoot, and resolve a broad range of hardware, software, operating system, application, vendor software package, and network configuration issues, including part replacement as required
• Adapt to new technologies and changing support processes while helping customers navigate technology changes in the clinical environment
• Improve and implement procedures as assigned, including support process improvements, documentation, and consistent ticket handling practices
• Execute project work supporting clinic technology readiness, refresh activities, integrations, and operational needs
• Work with merger and acquisition teams to support onboarding of new clinics into the Optum environment
• Assist real estate services with clinical refresh of IT equipment and related site readiness activities
• Assist medical groups with technology deployments that help improve clinic workflows
• Support IT readiness for day-to-day clinical operations and events such as flu clinics, training standups, and similar business needs

• Field Services Support:
  Experience providing hands-on IT support in clinical, healthcare, enterprise, or distributed location environments
• Ticketing and ITSM:
  Working knowledge of Service Now or similar ticketing systems, including incident handling, service requests, ticket documentation, follow-up, and escalation practices
• Endpoint and Hardware Support:
  Ability to troubleshoot and resolve issues related to desktops, laptops, operating systems, hardware components, peripherals, and replacement parts
• Applications and Vendor Software:
  Experience supporting enterprise applications, Microsoft 365 tools, Outlook, Teams, One Drive, SharePoint, VPN or remote access tools, antivirus software, and vendor software packages
• Network Connectivity:
  Ability to troubleshoot wired and wireless connectivity issues and understand basic TCP/IP, DNS, DHCP, VPN, and enterprise network support concepts
• Clinical Technology Readiness:
  Ability to support clinic technology workflows, equipment refreshes, onboarding activities, and readiness needs for day-to-day operations and clinical events

You’ll be rewarded and…