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UnitedHealth Group Senior Technical Support Specialist - Yonkers, NY in White Plains, New York

Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.(sm)

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases / deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.

As a Senior Technical Support Specialist , you will be tasked with providing desktop support, troubleshooting hardware and software issues on desktop, laptop and tablet computers both remotely, telephonically, and face to face.

Hours: Monday - Friday 8:00am - 5:00pm eastern time, must be flexible.

Primary Responsibilities:

  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally

  • Resolve technical incidents, and / or assign issues to the appropriate support group as needed

  • Follow all escalation procedures according to service level agreement

  • Use remote control tool to assist end users when needed

  • Provide an accurate record of each contact in the incident management-tracking tool

  • Demonstrate a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function

  • Act as a technical resource to others to resolve problems, issues, errors or related

  • Anticipate customer needs and proactively identifies solutions

  • Plan, prioritize, organize and complete work to meet established objectives

  • Other duties assigned

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:

  • Associates Degree or higher

  • 3+ years of technical experience and troubleshooting with users

  • 3+ years of Technology Support experience

  • 4+ years of experience in a customer or technical service role

  • You will be asked to perform this role in an office setting or other company location.

  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas, In addition, employees must comply with any state and local masking orders.

Preferred Qualifications:

  • Bachelor’s Degree (or higher) OR Associates Degree (or higher) with equivalent work experience

  • Knowledge with CompTIA A+, Network +, Security+ Any technical certifications

  • 3+ years of experience in PC support

  • 3+ years of experience problem solving and analytically thinking

  • Available for mandatory overtime during critical times

  • Technical expertise on workstation hardware and supported software

  • Technical Expertise on local area networks (LANs), network operating systems, and industry standards and practices

Soft Skills:

  • Strong written and verbal communication skills

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we’ve taken to ensure employee well-being include:

  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19

  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time

  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices

  • Fully cover the COVID-19 healthcare costs for our employees

  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here ( .

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our COVID-19 Resources Page: click here ( .

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

Job Keywords: Helpdesk, IT, Desktop Support, Desktop Technician, White Plains NY, Yonkers NY