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.
Primary Responsibilities:
- Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner
- Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users
- Apply general knowledge of hardware, custom and third party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues
- Work with Tech Services Supervisor in logging all calls in the Help Desk database. Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems
- Utilize knowledge bases and documentation to debug issues
- Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority and impact) for the Help Desk
- Work with remote end users to debug issues and provides solutions or escalate issues as determined necessary
- Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues
- Utilize AI for efficiency gains
- Track escalated workflow
- Work with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level
- Set up new hires in a timely fashion and removes access from terminated associates
- Perform other duties as assigned by management
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- High School Diploma / GED (or higher)
- 1+ years of relevant computer-related experience
- Proven excellent communication and interpersonal skills, a professional business manner and ability to interact with people of differing professional levels
- Candidates are required to pass a drug test before beginning employment
Preferred Qualifications:
- Diploma or equivalent experience
- 2+ years of experience with Computer Repair / Troubleshooting
- 2+ years of experience in Customer Service
- 1+ years of utilizing AI
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
