Technical Support Analyst

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.

As an IT Service Desk Analyst, you will provide desktop technical support to employees of the enterprise. Solid organizational skills along with the ability to work with little or no supervision while achieving high performance results is a key component of the job. The ability to communicate verbally clearly and concisely, written, and via electronic communication is a must. Although this is a single contributor position working as a team and supporting one another is a large portion of this job.

Primary Responsibilities

• Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed
• Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration applications such as WebEx and Jabber
• Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
• Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
• Anticipates customer needs and proactively identifies solutions
• 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
  
  

• Undergraduate degree or equivalent experience
• 1+ years of experience in the desktop support technology field
• 1+ years working in a high-volume call center environment
• Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
• IT Helpdesk experience, Desktop/Product Support experience
• Direct customer service or relationship management experience
• Proven experience contributing and aligning to a vision and translating that into practical action
• Proven ability to be a champion for change and continuous improvement
• Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
• Proven adaptable and flexible to meet objectives and changing priorities