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.

This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution

• Includes data center construction, operations, and maintenance employees

Primary Responsibilities:

• Positions in this function provide technical support to the enterprise
• Be able to understand technology functionality, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Provide reliable and consistent service
• Act as advocate for customer
• Anticipate, identify, and address needs
• Performs routine or structured work
• Responds to routine or standard requests
• Uses existing procedures and facts to solve routine problems or conduct routine analyses
• Depends on others for instruction, guidance, or direction
• Comply with all applicable Company policies, procedures, and business directives, including any changes relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Bachelor's degree or equivalent experience in IT
• 2+ years of experience in a Customer Service Support or IT Service Desk environment
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• Basic knowledge of theories, practices and procedures in a function or skill
• Good understanding of the organization's goals and objectives
• Proven solid interpersonal, written, and oral communication skills
• Proven ability to conduct research into security issues and products
• Proven ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situation
• Proven ability to present ideas in a friendly manner