Tech Support Specialist

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, and start caring, connecting, and growing together.

• Incident Documentation and Root Cause Analysis:
  Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence
• Training and Knowledge Sharing:
  Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies
• Project Support:
  Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes
• Compliance and Security Adherence:
  Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA)
• Inventory and Resource Management:
  Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts
• Collaboration with Vendors:
  Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services
• Proactive Maintenance:
  Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures
• Service Level Agreements (SLAs):
  Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly
• Cross-Team
  
  Collaboration:
  
  Act as a liaison between on-site teams and higher-tier IT teams to accelerate and resolve complex issues effectively
• Provide customer service support to both internal users, external customers, and vendors on Prohealth Care's Network
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization
• Maintain detailed and accurate records in workload management, asset management, and administrative applications
• Provide tier I and II support in all areas of the organizational service portfolio
• Provide excellent customer service to all levels of employees including customers, peers, and leadership
• Accurately follow documentation and checklists to ensure efficiency and consistency
• Participate and engage in team meetings, team-building activities, and other opportunities to strengthen the department
• Communicate in a professional, positive and timely manner in person, on the phone, and via electronic means
• Use routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer
• Work autonomously once assigned work and function with considerable independence
• Show an interest in learning more advanced aspects of functional skills
• Actively maintain a level of self-study related to technology and customer service
• Be able to communicate with the customer in non-technical terms so the user can understand

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.

• High School Diploma/GED (or higher)
• 2+ years of technical support experience
• 2+ years of experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners
• 2+ years of experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems
• Ability to lift 40 lbs., work in an environment of varying temperatures, navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation

• Familiarity with general networking and customer/server concepts
• Adaptability, teamwork, and…