$1,000 SIGN ON BONUS FOR EXTERNAL APPLICANTS

Opportunities at Optum, in strategic partnership with Allina Health. As an Optum employee, you will provide support to the Allina Health account. 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.

This position requires various skill sets in both technical and analytical areas. This position is cross trained in many areas in order to provide optimal support and resolution to fulfill internal customer’s desktop, telecom & network infrastructure field support needs including—desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues. In addition, this position provides installation and troubleshooting of network and phone infrastructures, including installation of preconfigured switches, term servers, UPS’s, wired and wireless phone, making cross connects, etc. This position may coordinate requests and implement infrastructure moves, additions and changes system-wide, while gathering and analyzing internal customer requirements to fulfill business needs. This position also participates in a non-prime 24 x 7 on-call rotation in response to reported field support incidents.

Primary Responsibilities:

• Processing requests
• Process new service requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation, and fulfillment
• Research and work with a Value-Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software
• Adhere to Information Technology and company asset management procedures
• Participate in project meetings, assist in virtual walk-throughs and communicate with regional team members and other Information Technology groups as required

• Desktop troubleshooting and support
• Install, physically move, maintain, and troubleshoot various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc
• Install and troubleshoot various types of software
• Perform basic hardware repairs as needed
• Provide input for problem resolution other Information Technology employees
• Instruct customers in the use of computer equipment; answer questions and assist in resolving incidents and problems related to hardware and software applications
• Participate in non-prime 24x7 on-call rotation in response to field support incidents

• Telecom troubleshooting and support
• Maintain Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring
• Configure and support Avaya equipment software
• Troubleshoot and resolve issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management
• Maintain equipment and wiring in telecom closets
• Configure and support Vocera and wireless phone systems
• Perform moves, adds, and changes at system-wide locations including installation of analog, digital and IP phones and headsets

• Network troubleshooting and support
• Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment
• If needed, assist with on-site after-hour power outage coverage
• Replace and/or install failed network equipment
• Perform low level access function to switches and term servers
• Maintain cross connections and switch documentation in data closets
• Assist in data closet best practices, troubleshoot or escalate issues
• Participate in non-prime 24x7 on-call rotation

• Customer Service
• Attend project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups as required
• Maintain ServiceNow (SN) ticket service level agreements (SLA) and document customer communications and work completed within SN tickets. Respond to ticket updates and escalation requests within 4 hours
• Escalate issues and workload problems to senior team member

• Documentation and Project Management
• Participate in and sometimes lead, small projects
• Create documentation pertaining to service requests and technical issues for use by end users and internal IT employees
• Test and evaluate proposed changes by performing baseline tests for quality and ensure processes are implemented in a consistent manner
• Adhere to the Change Management and the Service Management tool (ServiceNow)

• Policies and Procedures
• Identifying opportunities for service improvements and internal efficiencies
• Follow and understand basic ITIL best practices, maintaining a climate of continuous improvement
• Participate in focus groups to define, develop, and document, procedures
• Other duties as 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:

• High School Diploma/GED (or higher)
• 2 years of experience with operating systems, infrastructure, hardware and software, previous work with desktop, telecom, and network hardware
• Intermediate level of proficiency with Microsoft Office products
• Must be 18 years of age 

Preferred Qualifications:

• Vocational or Technical Training in computer science, information technology or related field
• Bachelor's degree in computer science, information technology or related field 

**PLEASE NOTE** The sign-on bonus is only available to external candidates. Candidates who are currently working for UnitedHealth Group, UnitedHealthcare or a related entity in a full time, part time or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus. 

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.

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.

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