Technical Support Analyst - Ontario, CA

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

 As a Technical Support Analyst, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

 Primary Responsibilities:

• Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment. Over the phone and in person


• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed


• Follow all escalation procedures according to service level agreement


• Use remote control tool to assist end users when needed


• Provide an accurate record of each call in incident management tracking tool


• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function


• Act as a technical resource to others to resolve problems, issues, errors or related.


• Anticipate customer needs and proactively identifies solutions


• Plan, prioritize, organize and complete work to meet established objectives


• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware


• Provide assistance to Help Desk supervisor in implementation of policy and procedures


• Responds to phone calls, email messages and walk-ups for customers seeking help


• Walk customer through problem-solving process


• Follow up with customers to ensure issue has been resolved


• Provide technical assistance and mentoring to other members of the desktop support team where necessary


• Work independently with a sense of urgency and exceptional customer service skills


• Document system problems and resolution for future reference


• Ask questions to determine nature of problem


• Install, modify, and repair computer hardware and software


• Run diagnostic programs to resolve problems


• Works directly with system administration and engineering-level peers to ensure stability of network and servers


• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems


• Perform desktop and laptop system deployments including hardware and software configuration


• Provide daily written updates on status of current tickets, open issues and projects


• Run reports to determine malfunctions that continue to occur


• Responsible for accurate tracking of all assets supported by Desktop Support


• Perform troubleshooting of supported desktop operating systems and applications


• Interact with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops


• Document system problems and resolution for future reference


• And other task as may be assigned

Required Qualifications:

• Bachelor's Degree or 5 years of experience in related field


• 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP


• 3 or more years of experience in a customer service role


• 3 or more years of Technology Support experience


• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)


• Experience with MS Office (including Word, Excel and PowerPoint)


• Willing and able to work in Ontario, CA

Preferred Qualifications:

• Information Technology Certifications


• Microsoft Certified Systems Engineer (MCSE)


• Computing Technology Industry Association A+ Certification


• Certified Information Systems Security Professional (CISSP)


• Call Center experience

North American Medical Management, California, Inc. (NAMM California) partnered with OptumHealth in 2012. NAMM California and OptumHealth share a common goal of bringing patients, physicians, hospitals and payers closer together in the mission to increase the quality, efficiency and affordability of care. NAMM California is a part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system. NAMM California develops and manages provider networks, offering a full range of services to assist physicians and other providers in supporting patient care coordination and their managed care business operations. For over 18 years, NAMM California has been an innovator in health care with a track record for quality, financial stability, extraordinary services and integrated medical management programs. NAMM California is well positioned to continually invest in its infrastructure and systems for the benefit of its provider clients and to accommodate the impending changes that will come forth from healthcare reform.

The NAMM California provider clients represent a network of almost 600 primary care physicians and over 3,000 specialists and work with the premier hospitals in their respective markets.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work(sm)

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.




UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Job keywords: IT, Information Technology, technical support, Windows, desktop, help desk, microsoft, Microsoft Certified Systems Engineer, MCSE, Certified Information Systems Security Professional, CISSP, Ontario, CA