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Job Details

UnitedHealth Group

Associate Tech Support Analyst


Patient Care Tech


La Crosse, Wisconsin, United States

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)

Hours: Monday - Friday, 9AM – 6PM CST

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Provide Level 2 Desktop Support, troubleshooting hardware and software issues on desktop, laptop and tablet computers
  • Receive, troubleshoot and respond to Help Desk requests via phone calls or e-mails in a 24/7 environment
  • Prioritize workload based on service level agreements
  • Act as a technical resource to others to resolve problems or issues
  • Set up and maintain hardware and software including computers, printers, copiers, faxes, scanners, and projectors
  • Educate end-users on how to resolve various hardware and software problems
  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
  • Monitor stock levels of hardware and submit request for equipment when needed
  • Front Desk duties to include helping walk ins, recording receipts of computer equipment
  • Provide on-site technical support for video conference software and hardware
  • Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
  • Maintain a working inventory of most used items for desktop support. Inventory and request items as needed to maintain effective amounts
  • Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware
  • Maintain Incident / Request logs and records
  • Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution
  • Maintain and install printers and scanners
  • Setup new computers including connecting keyboard, mouse and monitor to PC, checking for proper operation and installation of software
  • Investigate and resolve computer software and hardware problems
  • Provide software application support to end users via telephone or on – site
  • Provide good written and oral communication skills
  • Perform related duties as may be required
  • Able to identify and communicate trends and work with senior department team members to define corrective action
  • Competent use of AD to create and manage users, groups, and resources effectively
  • Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards
  • This role is Remote Nationwide (candidates located in La Crosse, WI will have the option of being hybrid and coming into office 2-3 times per week if they choose)

Key Technologies:

  • Certifications: CompTIA A+ or CompTIA Network+
  • ServiceNow and ServiceDesk ticketing / tracking system
  • Windows10
  • Mac IOS
  • PC Imaging Technology - FOG
  • Microsoft System Center
  • Active Directory
  • Microsoft Office 2016
  • Citrix Gateway
  • Fortinet FortiClient
  • Dell Laptops
  • Xerox Printers/Copiers

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:

  • Associate's Degree OR 2+ years of equivalent desktop support technician experience
  • 1+ years of experience working with current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications, printing processes, and advanced troubleshooting of desktop operating systems
  • 1+ years of experience troubleshooting issues with servers, desktops, printers, networks, remote access and Internet Explorer
  • 1+ years of experience resolving mechanical/technical problems over the phone with emphasis on troubleshooting ability
  • 1+ years of experience working with Microsoft Office products to assist end users with technical assistance for hardware and software
  • United States Citizenship
  • Ability to obtain favorable adjudication following the submission of Defense Health Agency eQuip Form SF86

Preferred Qualifications:

  • Bachelor's Degree
  • CompTIA A+ or CompTIA Network+ Certification
  • Experience with end user provisioning
  • Experience with desktop provisioning

Soft Skills:

  • Solid written and verbal communication skills
  • Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors; service with a smile attitude; excellent customer service
  • Demonstrated ability to work independently; self-motivated and goal-oriented and able to work with little to no direction
  • Excellent time management, issue management, and project management skills

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles 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. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer, and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $21.68 to $38.56. The salary range for Connecticut / Nevada residents is $23.94 to $42.40. 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

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.