Technical Support Analyst - Hardware, Network, Windows Support

Smart Spot Technician

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.

As a Smart Spot technician, 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 global group 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 for walk-up users.

Primary Responsibilities:

• Attend Walk-up users (including Leaders) for technical issues, efficiently and professionally, in a face to face interaction with end user or remotely
• Troubleshoot & resolve OS, Network, Office 365, VPN, corporate applications issues with personal technical expertise or use Knowledge Library
• If required, assign issues to the appropriate support group as needed
• Follow the escalation procedures according to service level agreement
• Use remote control tool to assist end users when needed
• Provide an accurate record of each call in incident management tracking tool, Service Now
• Act as a technical resource to others to resolve problems, issues, errors or related
• Anticipate customer needs and proactively identify solutions
• Plan, prioritize, organize and complete work to meet established objectives
• Inventory management of Laptops and Peripherals
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's Degree or higher level of education
• 5+ years of experience with PC operating systems including latest Operating System, Windows 11, Windows 11, MAC OS
• 3+ years of experience in a customer service role
• 3+ years of Technology Support experience
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience with Office 365 (Word, Excel, PowerPoint, OneNote etc.)
• Mobile device support experience (Android and IOS)
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Proven hands on skills for laptop parts' swap /replacement
• Proven written / Verbal communication skills
• Proven ability to enjoy challenging troubleshooting situations and pays attention to details
• Proven highly motivated individual with excellent consumer facing skill - sets
• Proven self - starter and able to work independently while being part of a decentralized team