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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.SM

Primary Responsibilities:

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  Provide technical phone/email support to internal end users on a variety of hardware and software problems including, but not limited to, operating system support, application support, system access issues, remote access support, and phone support
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  Track and maintain all issues with clear, concise details and resolutions in the Service Desk IT Service Management system, ServiceNow
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  Provides "how to" phone support our patients in the area of Epic MyChart support
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  Document all pertinent end user identification information, including name, department, contact information and nature of issue or request
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  Monitor daily workflow to ensure timely and accurate follow up and resolution of issues or requests as assigned
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  Follow established procedures to escalate problems to the appropriate IT support group or vendor for resolution ensuring that downtime is minimized
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  Notify Optum Tri-State leadership and end users of service disruptions through clear and timely communications during business hours, after hours, weekends and holidays as needed
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  Other duties may also be assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

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  High School Diploma/GED (or higher) OR 3+ years of experience in a Service Desk technical support role
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  1+ years of experience in a Service Desk technical support role

Preferred Qualifications:

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  ITIL Foundation 4 certification
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  Prior experience with Healthcare or Pharmaceutical organizations
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  Knowledge of basic hardware, including laptops, desktops, printers, scanners, desk phone, network cards, sound cards, drives and memory
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  Knowledge of desktop operating system, including knowledge of application support of MS Office and Outlook
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  Knowledge of Epic MyChart
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  Ability to access software updates, drivers, knowledge bases and resources on the internet to aid in problem resolution
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  Familiar with ServiceNow or similar ITSM applications
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  Familiar with InContact or similar contact center application

Soft Skills:

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  Proven analytical and problem-solving abilities
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  Exceptional ability to organize, prioritize and manage multiple responsibilities and tasks in a quick paced environment
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  Knows when to escalate problems to the appropriately experienced technician
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  Strong detail orientation
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  Good verbal and written communication skills.
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  Excellent customer service skills a must.
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  Ability to build rapport and elicit problem details from end users
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  Possesses exceptional interpersonal skills, with a focus on listening and questioning skills
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  Ability to present ideas to end users in user-friendly language
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  Ability to see the “big picture” and to think strategically and push for results
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  Ability to absorb and retain information quickly

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

New York Residents Only: The salary range for New York residents is $18.80 to $36.78. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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