Tech Support Specialist

Care Field Services 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.

Care Field Services analysts provide on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

Primary Responsibilities:

• Serve as the on-site escalation point of contact for clinicians seeking technical assistance on-site
• Must be willing and able to travel on-site to provide IT Support within a 50-mile radius
• Perform on-site troubleshooting through diagnostic techniques and pertinent questions
• Provide effective communication with the customers
• Direct unresolved issues to the next level of support
• Log and record issues and resolutions
• Participate in On-Call rotation to Provide After-hours support
• Install workstations, printers, phone and fax machines, computers and appropriate software applications and ensure that all are in good working condition
• Provide technical expertise/training to end-users as needed to resolve equipment or software issues
• Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration; replacing parts as required
• Prioritize and manage heavy workload in a dynamic and diverse environment
• Work with minimal direction but remain focused on critical and priority items
• Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned
• Coordinate new access needs and security changes. This will include coordination with internal IT leadership to establish system access and communicate back to user with relevant user ID and password information
• Direct the activities of outside contract resources to support hardware installations and/or repair as necessary
• Assure necessary security of all IT assets. This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs
• Complete and maintain an inventory process to track new and old equipment and software
• Ensure that all assets are properly tracked and documented for management audit and legal purposes
• Improves and implements procedures as needed and/or assigned. Consistently works to develop and maintain positive and professional relationships with all internal and external customers
• Supports the vision and values of Optum and abides by all policies and procedures
• Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation

Collaboration:

• Work with other departments to resolve issues for internal staff and external clients
• Follow-up and update customers with status and information
• Liaise with leadership and vendors for implementation of new process and workflow
• Manage escalations from the Help Desk to ensure timely resolution
• Perform hands-on fixes, including software and hardware installations
• Maintain a knowledge base for problem resolution
• Assess and recommend system reconfigurations based on trends
• Perform end-user training

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.

Required Qualifications:

• High School Diploma/GED (or higher)
• 2+ years of full-time work experience in Information Technology
• 2+ years of experience with providing IT Desktop Support
• 2+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure
• 2+ years of experience installing and supporting networked devices such as printers and scanners
• 2+ years of experience with Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills
• Access to reliable transportation & a valid US driver's license

Preferred Qualifications/Soft Skills:

• Ability to communicate effectively, both orally and in writing
• Ability to analyze and create solutions based upon data available
• Ability to use time and resources effectively and efficiently to complete work and special projects
• Have strong deductive skills in analyzing problematic systems and developing stopgap or permanent solutions
• Able to prioritize and execute on multiple projects in a high-pressure environment
• Asset management experience

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.41 to $41.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable.