IT Desktop Support Specialist

Requisition Number: 2367960
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.
UnitedHealth Group IT Remote Client Operations provides a diverse and comprehensive array of 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 Maintenance and Provisioning teams, RCO has over 300 resources across the globe and offices worldwide.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 7:00am - 6:00pm AST. It may be necessary, given the business need, to work overtime, weekends and holidays. Candidate needs to be available to work on different locations (Guaynabo-San Juan).
Primary Responsibilities:

• Provide technical support to employee's computers at UnitedHealth Group and Optum
• Diagnosis of issue severity and proper troubleshooting of incident
• Incident resolution using knowledge management tool and documented processes and procedures
• Executing tasks necessary for computer replacement and data recovery
• Participate in process improvement projects
• Experience in providing superior service-oriented desktop support
• Will work with challenging troubleshooting situations
• Must be a self-starter and able to work independently while being part of a decentralized team
• Equipment- Receiving, Sanitation and Storage
• Equipment deployment
• Support the IT Asset Manager in managing the full lifecycle of IT equipment, including inventory tracking, receiving and scanning shipments, dispatching/receiving assets for end-users, testing and preparing returned equipment for reuse, and ensuring proper disposal per company procedures
• Maintain organized and efficient storage operations by handling equipment, managing storage areas using material-handling tools, and contributing to the IT team's mission of delivering outstanding service
• Other Duties may apply

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:

• 5+ years of experience in MS Windows Desktop support including root cause identification and resolution
• 5+ years of experience in desktop support, with focus tools on remote support tools
• 3+ years of experience in customer service
• 3+ years of experience with troubleshooting desktop support issues focusing in application installation/repair problems
• 3+ years of experience with ITSM processes, documentation using ticketing systems such as ServiceNow
• 3+ years of experience using enterprise deployment tools such as Altiris, SCCM or others
• 3+ years of experience supporting desktop VPN connectivity
• 1+ years of experience managing inventory
• Experience with Networking Principles (IPv4, TCP/IP, DNS)
• Experience with MS Office Suite
• Bilingual English/Spanish
• Available to work onsite in our offices located in San Juan, PR

Preferred Qualifications:

• Information Technology Certificates
• Experience with HIPAA and PHI compliance
• Familiarity with Zscaler
• Proven ability to work on multiple issues or projects concurrently

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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.