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Full-time Technical Support Analyst - Saint Louis Park, MN

at UnitedHealth Group in Minnesota | MN Jobs

Information Technology careers at UnitedHealth Group. 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. We’re using mobile apps, game technology, the cloud and next-generation security to help millions live healthier lives. 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. This is high performance IT. Are you in? Learn more. And start doing your life’s best work.℠

Technical Support Analyst - Saint Louis Park, MN


Position Description:
As a Collaborative Care 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.

Primary Responsibilities:



Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.
Excellent problem solving abilities and aptitude to understand and explain technical information.
Applies knowledge/skills to complex activities
Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
Often acts as a technical resource to others in own function
Anticipates customer needs and proactively identifies solutions
Solves complex problems on own; proactively identifies new solutions to problems
Plans, prioritizes, organizes and completes work to meet established objectives
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 user when needed
Provide an accurate record of each call in an incident management tracking tool



Requirements:



Associate's degree OR High School Diploma/GED with 3+ years equivalent experience required
2+ years experience supporting IT users
2+ years experience in a customer service role
Ability to cover shifts from 7am - 7pm


Assets:



Experience with ITIL framework
ITIL certification
HP Service Manager and/or HP Service Desk experience
Experience in a clinical healthcare environment
Experience in a large call center environment
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)

UnitedHealth Group IT provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Application Services Group, Enterprise Technology Services Group and the IT Business Services Group, UnitedHealth Group IT has over 7,000 internal and external resources across the globe, and offices in California, Connecticut, Minnesota, New Jersey, South Carolina, Wisconsin and India.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.



Job Title: Technical Support Analyst - Saint Louis Park, MN
Shift: Variable
Travel: No
Business: Optum Tech ETP and Info Srvcs
Family: Information Technology
Telecommuter Position: No
Job Level: Individual Contributor
Overtime Status: Non-exempt
City: Saint Louis Park
State: MN
Country: United States
Department: Infrastructure Operations


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Published at 02-02-2014
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