Technical Support Analyst - Plymouth, MN

Position Description:
Energize your career with one of Health Care’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.SMAs 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.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 environment
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
Extensive work experience, possibly in multiple functions
Work does not usually require established procedures
Works independently
Mentors others
Acts as a resource for others
Coordinates others' activities

Required Qualifications:

Bachelor's Degree (or higher) or High School
Diploma/GED with 6+ months of experience in a Call Center and/or in a
Technical Support role
6+ 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 identity
Experience using an incident or call tracking system
Preferred Qualifications:

Experience working in environment where success was
gauged by balancing call handle time and first call resolution or other
specific metrics
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 plus
Experience 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 devices
Experience with supporting MAC hard and software
Experience in a large corporate environment
Exposure to or knowledge of ITIL practices 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)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.