Technology Support Analyst - Golden Valley, MN - Full-time / Part-time

Position Description:
Energize your career with one of Healthcare’s fastest growing companies.  
 
You dream of a great career with a great company –
where you can make an impact and help people.  We dream of giving you
the opportunity to do just this.  And with the incredible growth of our
business, it’s a dream that definitely can come true. Already one of the
world’s leading Healthcare companies, UnitedHealth Group is restlessly
pursuing new ways to operate our service centers, improve our service
levels and help people lead healthier lives.  We live for the
opportunity to make a difference and right now, we are living it up.
 
This opportunity is with one of our most exciting business areas: Optum –a growing part of our family of companies that make UnitedHealth Group a Fortune 17 leader.
 
Optum helps nearly 60 million Americans live their
lives to the fullest by educating them about their symptoms, conditions
and treatments; helping them to navigate the system, finance their
healthcare needs and stay on track with their health goals. No other
business touches so many lives in such a positive way. And we do it all
with every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation and Performance.
Welcome to one of the toughest and most
fulfilling ways to help people, including yourself. We offer the latest
tools, most intensive training program in the industry and nearly
limitless opportunities for advancement. Join us and start doing your life's best work.SM
 
As a Tech 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.Positions in this function provide local technical
support to UnitedHealth Groups computer user community. Includes
installations, upgrades, computing problem resolution, diagnosis of
issue severity, recovery and project implementation.Primary Responsibilities:
Answer and resolve inbound technical calls at a large
corporate Help Desk, efficiently and professionally, in a fast paced
call center environmentTroubleshoot corporate applications with the use of a
Knowledge Base and assign issues to the appropriate support group as
neededFollow all escalation procedures according to service level agreementUse remote control tool to assist end users when neededProvide an accurate record of each call in incident management tracking toolDemonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own functionAct as a technical resource to others to resolve problems, issues, errors or relatedAnticipate customer needs and proactively identifies solutionsPlan, prioritize, organize and complete work to meet established objectivesExtensive work experience, possibly in multiple functionsWork does not usually require established proceduresWorks independentlyMentors othersActs as a resource for othersCoordinates others' activities

Required Qualifications:

Bachelor's Degree or High School Diploma/GED with 6+ months of experience in a Call Center and/or in a Technical Support role6+ months of experience in a Call Center environment and/or Technical Support 6+ months of experience in Technical
Support (preferably in a help desk) with experience resetting passwords
and verifying callers identityExperience using an incident or call tracking system
Preferred Qualifications:

Experience assisting customers through
alternate intake channels (phone and nonverbal channels like: live chat,
email, social media and web form submissions)Typing speed of 50 WPM a plusExperience working with a knowledge base or knowledge tool Experience using and supporting IP Phone Systems Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone Experience with supporting Microsoft Office Suite (including Outlook) and handheld devicesExperience with supporting MAC hard and softwareExposure to or knowledge of ITIL practicesSoft Skills:Experience in a large corporate environmentExperience working in environment where success was
gauged by balancing call handle time and first call resolution or other
specific metricsCombine 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)Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.