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, and data 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.

As an Associate Tech Support Analyst (L1.75 Technical Support Specialist) within Optum Technology's Enterprise Security division, you will occupy an elevated, higher-level position subject to rigorous operational and regulatory scrutiny. Operating in a 24/7 fully telecommute / remote environment, this role demands advanced technical competency, specialized training, and high integrity to make critical real-time decisions with security, privacy, and compliance always at the forefront.

Positioned as an advanced technical escalation point, you will handle the team's most complex issues, manage 50+ high-sensitivity calls and tickets per day in Service Now, resolve intricate gateway/authentication failures, and triage privacy concerns under strict HIPAA and federal guidelines. Additionally, you will serve as a peer mentor via Teams chat, handle customer complaints with elevated expertise, assist SMEs with special projects, and support quality assurance efforts while leveraging enterprise-approved digital and AI tools to maximize team productivity.

You’ll enjoy the flexibility to telecommute
* from anywhere within the U.S. as you take on some tough challenges.

• Put security, privacy, and regulatory compliance at the forefront of every action, technical decision, and caller interaction under strict operational scrutiny
• Answer incoming calls and manage open ticket inventory for the team's most complex, high-priority, and highly sensitive security and gateway access escalations
• Apply advanced critical thinking, specialized technical competency, and sound judgment to analyze pertinent data, investigate non-standard issues, and make critical security/privacy decisions
• Handle 50+ complex technical support issues per day via phone and CRM/Service Now applications, maintaining a high degree of customer focus and resolution accuracy
• Listen actively to caller concerns, take complete ownership of complex requests, and walk callers through step-by-step technical troubleshooting to eliminate root cause issues
• Communicate technical solutions clearly and effectively to non-technical callers while handling customer complaints with elevated technical expertise
• Document required ticket details, call notes, and escalation logs rapidly (65+ WPM) and accurately in Service Now in strict compliance with HIPAA and federally regulated laws
• Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy
• Serve as a team mentor to peers by answering troubleshooting inquiries, providing real-time technical assistance via Teams chat, and assisting SMEs with special projects and QA efforts
• Leverage enterprise-approved AI tools and digital workflow efficiencies approved by leadership to streamline support processes, automate repetitive tasks, and maximize productivity
• Work collaboratively with specialized internal support groups to elevate complex, high-impact security breaches or gateway failures
• Maintain flexibility to support a 24/7 operational call center schedule, including rotational shifts, nights, weekends, or…