Associate Tech Support Analyst - Sumter, SC

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Optum Care is searching for an Associate Tech Support Analyst. This will primarily be an onsite role, serving the clinical and administrative locations. This position will support and maintain the Information Technology Operations for our care delivery organization. The ideal candidate will be detail-oriented and drive service excellence through maintaining multiple, complex technology projects and coordinating them through the change management process. This role will be essential to break/fix work at various healthcare sites in the area as well as performing preventative maintenance to ensure stable operations.

Core Accountabilities:

Maintain the technology stack at Colonial and Optum Health as assigned

Maintain ITSM call ticketing hygiene

Follow ITSM best practices

Be a local and known presence at each of the clinician sites as well as administrative buildings

Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures

Participate in applicable education and meetings to support regional needs

Participate in the development of an accurate application inventory which is understood, communicated and supported

Follow Information Technology's vision, goals, and objectives, and efficiencies related to the execution and implementation of information system solutions across the region

Follow established service levels across the region and ensure service levels are accurate and meet requirements

Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures

Participate in applicable education and meetings to support regional needs

Provide leadership and knowledge to maintain an accurate application inventory which is understood, communicated and supported

Maintain the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures

Participate in applicable education and meetings to support regional needs

Participate in the collection of accurate application inventory which is understood, communicated and supported Primary Responsibilities:

Model customer support courtesy across all technology verticals - IT service delivery, operations, business processes and clinical areas

Document work completed

Participate in disaster recovery and business continuity plans and ensure consistent 24x7 monitoring of critical business applications

Participate in reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of the problem management process

Participate in RCA (root cause analysis) meetings, completing and documenting assigned action items

Provide feedback to IT leadership to establish and maintain service level objectives for IT operations

Actively participate in disaster recovery planning and rehearsals You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

High School Diploma/GED (or higher)

2+ years of customer-facing Clinical IT experience, including endpoint support for eClinicalWorks, Epic or Midmark

2+ years of experience utilizing an IT service management (ITSM) tool such as ServiceNow or Jira

Access to reliable transportation and valid US driver's license Preferred Qualifications:

Associate's Degree in Information Technology, Computer Science or a related field

CompTIA A+, Network+ or an equivalent certification

The salary range for this role is $28.61 to $56.06 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Permanent