IT-Tech Support Specialist/24/TEC210

Purpose of Job

As an Associate Tech Support Analyst you would work as a part of a dynamic team that provides technical support and issue resolution to internal and external customers including 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 repair software install asset inventory and more advanced troubleshooting and support.

Major Responsibilities

This function provides technical support for both internal and external customers to the UnitedHealth Groups computer user community. It includes troubleshooting software hardware network connectivity installations upgrades backup recovery and project implementation.

- Support Windows 10/11
- Be able to meet Service Level Agreements established by Management
- Repair network printers
- Work with minimal guidance seeks guidance on only the most complex task
- Proficiency with Microsoft Office 365 Including Teams Word Excel Outlook
- Must be able to communicate effectively both orally and written
- Accountable for all items assigned in ServiceNow ticketing system including following up with customers on open tickets
- Demonstrate excellent time management skills and the ability to prioritize work
- Ability to analyze issues and determine the root cause
- Identify process improvement opportunities
- Microsoft Bitlocker Administration and Monitoring
- Cisco Products i.e. AnyConnect VPN Webex
- Create print queues and load drivers on print servers
- Ivanti Products i.e. ServiceNow File Director
- Microsoft Active Directory
- Configure Thin Clients Citrix
- Build and maintain Virtual Desktops VDI
- Symantec Products i.e. Altiris SEP Ghost Deployment Console
- Apple Macintosh i.e. iPhones Laptop/Tablet
- Proxy and Microsoft Remote Desktop

Qualifications

- High School Diploma/GED with 4/5 years of Desktop Support experience
- A Certification or higher equivalent

Preferred Qualifications

- Network Security CCNA and MCP

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.