Tech Support Specialist

Explore Opportunities With Optum

Optum, in strategic partnership with ProHealth Care, is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion, and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing Together.

The Optum Desktop Tech Support Specialist is responsible for supporting ProHealth Care in the form of providing timely and enthusiastic remote and onsite desktop support. Customer Service and Communication skills are a must and critical to the success of this role. These technicians are expected to be able to work both independently and as part of a team and be able to adapt to new technologies within the ProHealth Care hospitals and clinics. Daily support duties include addressing level 1 incident and problem tickets as well as requests and tasks within ServiceNow. Technicians will be required to monitor the break/fix and task queues. Examples of daily support issues include hardware and software issues, network issues, fax, phone, scanning, and printing issues. Examples of tasks include PC/phone/printer moves, new PC and phone setups, data jack patching, software installs, and installing various peripherals.

Primary Responsibilities:

• Hardware Requests - from ServiceNow requests
• Manage Tickets - Hardware orders - Same as 1 above
  • Review tickets first thing in the morning and couple of times during the day
• Manage Inventory - S:\IS\DesktopEngineering\Site Inventory
  • Attend Inventory Meetings with PDS and PHC
  • Pull devices from inventory to support current break fix tickets
  • Monitor the inventory at RWD, OMH, DNG, and WMH to proper stock levels
  • Monitor quantities and put together accessory orders
    • Submit accessory orders to PHC DE team for ordering
  • Recover underutilized PC/Laptop devices
    • Report is run by PHC and comes from scalable and imported into ServiceNow
  • Monitor CTT Inventory queue
    • Determine if this is a proper request, asking DE if questionable
    • Work with user/department for cost center if not an IT cost
    • Also quote/order for community connect sites who purchase PHC standards
• Imaged Computers
  • Image and revolve inventory
  • Keep and maintain 50 project laptops imaged and ready for quick deployment to special projects
• PDS Deliveries
  • Receive deliveries from PDS which are usually Wed. between 9:30 and 11:30
  • Receive the PO's
  • Sort and label IT equipment for delivery to correct site
    • Devices will be placed on correct site cart for pickup and delivery on Thursday by Dan Becker
  • Onsite Project Delivery coordinate with PDS delivery
• Project Management Support
  • Attend meetings with PM about project work assigned by Optum IT Desktop Lead
  • Perform pre-deployment documentation for projects assigned to Optum IT Techs
  • Perform deployment or moves based on project demands
  • Track time within project for PM
• PDS PC/Laptop Repairs (Warranty Repair only)
  • Follow and fill out instructions on s:/is/client technologies/repairs/PDS Form 2017
  • Fill out PDS Warranty Repair Tracking form
• Misc. Device Repairs
  • Zebra Repairs (TC52, MC40, Zebra Label Printers)
    • Zebra Portal login
    • Generate RMA and Shipping label
    • Get justification for out of warranty repair from DE team
  • Ergotron Carts
    • Work with PDS for warranty work
    • Get justification for out of warranty repair from DE Team
  • Sennheiser
    • Work through EPOS portal for RMAs
    • Generate shipping label, work with shipping department to help generate label
  • Topaz eSig
    • Work through Topaz repair portal
  • Cisco phones (All Cisco Warranty phones (8800, 7900 models))
    • Email imperium for RMA
• Asset removal of end user devices
  • Epic printing - worksheet to Epic (Follow the workflow in ServiceNow)
  • Recycling end user devices following KB0011005 for workstations
  • Fill out form to have James imaging supported printers removed from support contract
  • Contact recycling company for removal of full bins
• Pagers
  • Maintain inventory of new pagers at each site
  • Setup new pagers
  • Swap broken pagers
  • Escalate pager issues to PHC IT Leadership
• Cellular phones
  • Maintain cellular phone inventory for home users
• Work on tickets assigned to CTT Inventory
• Work on tickets assigned to Pager/Smartphone
• Setup and train home health users on new equipment.
• Pull needed inventory for other sites.
• Put away returned inventory on a weekly basis
• Check conference rooms. Makes sure equipment is off (at the end of day I make sure AV equipment is powered off)

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:

• High School Diploma/GED (or higher)
• 1+ years of technical desktop support experience
• Access to reliable transportation & valid US driver's license

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $20.00 to $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.