Associate Tech Support Analyst

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Optum Care is searching for an Associate Tech Support Analyst. This will primarily be an onsite role, serving the clinical and administrative locations. This position will support and maintain the Information Technology Operations for our care delivery organization. The ideal candidate will be detail-oriented and drive service excellence through maintaining multiple, complex technology projects and coordinating them through the change management process. This role will be essential to break/fix work at various healthcare sites in the area as well as performing preventative maintenance to ensure stable operations.

Core Accountabilities:

• Maintain the technology stack at Colonial and Optum Health as assigned
• Maintain ITSM call ticketing hygiene
• Follow ITSM best practices
• Be a local and known presence at each of the clinician sites as well as administrative buildings
• Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Participate in the development of an accurate application inventory which is understood, communicated and supported
• Follow Information Technology’s vision, goals, and objectives, and efficiencies related to the execution and implementation of information system solutions across the region
• Follow established service levels across the region and ensure service levels are accurate and meet requirements
• Ensure IT maintains the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Provide leadership and knowledge to maintain an accurate application inventory which is understood, communicated and supported
• Maintain the infrastructure, network, key critical clinical and non-clinical applications, desktop support and proper disaster recovery procedures
• Participate in applicable education and meetings to support regional needs
• Participate in the collection of accurate application inventory which is understood, communicated and supported

Primary Responsibilities:

• Model customer support courtesy across all technology verticals – IT service delivery, operations, business processes and clinical areas
• Document work completed
• Participate in disaster recovery and business continuity plans and ensure consistent 24x7 monitoring of critical business applications
• Participate in reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of the problem management process
• Participate in RCA (root cause analysis) meetings, completing and documenting assigned action items
• Provide feedback to IT leadership to establish and maintain service level objectives for IT operations
• Actively participate in disaster recovery planning and rehearsals

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.