Assoc Tech Support Manager

Job Responsibilities

• Provide Level 2 support for escalated technical issues from Level 1 analysts
• Troubleshoot and resolve complex issues related to Windows and macOS systems, applications, and network connectivity
• Document solutions and contribute to the knowledge base for recurring issues
• Collaborate with other IT teams (e.g., infrastructure, application support, network operations) to resolve cross-functional issues
• Ensure timely resolution of incidents and service requests within defined SLAs
• Participate in root cause analysis and continuous improvement initiatives
• Maintain compliance with IT policies, security standards, and data protection regulations
• 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 regard 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

Job Qualifications

• Undergraduate degree or equivalent experience
• 2+ years of experience in a technical support or service desk role
• Experience in a Level 2 support capacity within an enterprise or healthcare environment is preferred.
• Experience supporting remote users across multiple time zones
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus

• Technical Skills

• Operating Systems:

  • Proficient in Windows 10/11 and macOS
  • Experience with OS-level troubleshooting, driver issues, system performance, and patch management
  • Familiarity with Active Directory, Group Policy, and remote desktop tools

  • Applications:

  • Support experience with enterprise applications such as Microsoft 365, Outlook, Teams, OneDrive, and SharePoint

  • Basic troubleshooting of productivity tools, VPN clients, antivirus software, and remote access tools
  • Experience with ticketing systems (e.g., ServiceNow, Remedy)

  • Networking:

  • Understanding of TCP/IP, DNS, DHCP, and VPN technologies

  • Ability to diagnose network connectivity issues (wired and wireless)
  • Familiarity with enterprise network environments and remote troubleshooting techniques

WHAT WE OFFER:

• Market Competitive Pay Levels
• Hybrid
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Fee Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

WHO WE ARE:

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.