Senior Technical Support Analyst - Irvine, CA

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Primary Responsibilities:

• Respond to technical service requests (including logging, tracking, research, resolution or dispatch and follow up)


• Ensure assigned Service Desk requests are processed in a timely manner


• Provide Level 2 end-user support according to ITS department support policies


• Ensure that all requests from users are logged and escalation procedures are followed


• Work in collaboration with all ITS Team members to ensure that phone coverage is maintained throughout the business day (as needed)


• Monitor Service Desk Team queue in corporate incident management system, promptly coding, escalating and assigning incoming tickets as appropriate (as needed)


• Monitor Service Desk mailbox to ensure all emails received generate Service Desk tickets (as needed)


• Install, configure, troubleshoot and correct problems with computer hardware and software (including operating system and applications software)


• Triage, documents and escalate issues with Custom Applications in the Monarch environment (including but not limited to Practice Connect, EZ-CAP and reporting utilities)


• Thoroughly investigate customer issues and provides detailed documents of all facts around the issue for troubleshooting purposes, including the exact steps that produce the error, scope of error (one user or multiple users), time of day, software and driver versions, software and driver configurations, other processes running on system


• Escalate fully documented issues to Service Desk Supervisor or Lead for further investigation or escalation to Engineering


• Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner


• Perform and ensure successful completion of nightly file server tape backups. Is responsible for proper tape rotation and off-site storage in accordance with corporate Records Retention Policy


• Create and administer end-user accounts and permissions in response to account requests, in accordance with ITS departmental rules and policies


• Perform employee Moves, Transfers and New Hire deployments, in accordance with ITS departmental rules and policies


• Accurately completes Deployment Checklist


• Create and deploy New User letter as prescribed in IT Department procedures


• Inform Requesting Manager of task status and completion


• Collaborate in the maintenance of capital asset, software and spare parts inventory system


• Ensure physical security of ITS inventory and supplies


• Ensure all small high-value items (such as laptop computers, RAM modules, disk drives) are locked up in the ITS Lab before leaving at end of shift


• Monitor incoming calls and tickets for signs of virus outbreak. If suspected or identified, removes infected systems from network, notifies management and engages in team effort to eradicate outbreak


• Maintain computer Disk Images for desktop and laptop computer fleet, ensuring that images are kept current and that content and changes are documented


• Participate in after-hours Support Desk phone rotation according to After Hours Support policy


• Create procedural documentation for all job tasks


• Regular and consistent attendance

Required Qualifications:

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  5+ years related experience and/or training; or equivalent combination of education and experience


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  Minimum 3 years of experience of Microsoft Office and Windows support


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  Solid interpersonal and organizational skills: including the ability to interact with all levels of the organization


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  Proven track record of sound troubleshooting and analytical skills


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  Strong written and verbal communication skills including the ability to provide detail documentation of a technology incident


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  Ability to manage multiple priorities and projects


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  Self-motivated

Preferred Qualifications:

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  Bachelor's degree (B.S.) from four year college or university


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  Health Care industry experience
  

What's the first thing that happens when one of the most successful physician groups in Orange County comes together with a global leader in health care? Opportunity. With Monarch HealthCare joining Optum and the UnitedHealth Group family of companies, people like you will find increasing levels of challenge, impact and professional success. With a vibrant network of hospitals and urgent care centers, we're changing health care for the better by improving access to affordable, high quality care, and working together to improve the patient experience. That takes passion, commitment, intense focus and the ability to contribute effectively in a highly collaborative team environment. Are you with us? Learn more about this exciting 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, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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