Tech Support Specialist

Explore opportunities with Optum

, in strategic partnership with ProHealth Care. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind

Caring. Connecting. Growing together

The Optum Desktop

Tech Support Specialist

are responsible for supporting ProHealth Care in the form of providing timely and enthusiastic remote and onsite desktop support. Customer Service and Communication skills are a must and critical to the success of this role. These technicians are expected to be able to work both independently and as part of a team and be able to adapt to new technologies within the ProHealth Care hospitals and clinics. Daily support duties include addressing level 1 incident and problem tickets as well as requests and tasks within ServiceNow. Technicians will be required to monitor the break / fix and task queues. Examples of daily support issues include hardware and software issues, network issues, fax, phone, scanning and printing issues. Examples of tasks include PC / phone / printer moves, new PC and phone setups, data jack patching, software installs and installing various peripherals.

Primary Responsibilities :

Hardware Requests - from ServiceNow requests

Manage Tickets - Hardware orders - Same as 1 above

Review tickets first thing in the morning and couple of times during the day

Manage Inventory - S : ISDesktopEngineeringSite Inventory

Attend Inventory Meetings with PDS and PHC

Pull devices from inventory to support current break fix tickets

Monitor the inventory at RWD, OMH, DNG and WMH to proper stock levels

Monitor quantities and put together accessory orders

Submit accessory orders to PHC DE team for ordering

Recover underutilized PC / Laptop devices

Report is run by PHC and comes from scalable and imported into ServiceNow

Monitor CTT Inventory queue

Determine if this is a proper request, asking DE if questionable

Work with user / department for cost center if not an IT cost

Also quote / order for community connect sites who purchase PHC standards

Imaged Computers

Image and revolve inventory

Keep and maintain 50 project laptops imaged and ready for quick deployment to special projects

PDS Deliveries

Receive deliveries from PDS which are usually Wed. between 9 : 30 and 11 : 30

Receive the PO's

Sort and label IT equipment for delivery to correct site

Devices will be placed on correct site cart for pickup and delivery on Thursday by Dan Becker

Onsite Project Delivery coordinate with PDS delivery

Project Management Support

Attend meetings with PM about project work assigned by Optum IT Desktop Lead

Perform pre-deployment documentation for projects assign to Optum IT Techs

Perform deployment or moves based on project demands

Track time within project for PM

PDS PC / Laptop Repairs (Warranty Repair only)

Follow and fill out instructions on s : / is / client technologies / repairs / PDS Form 2017

Fill out PDS Warranty Repair Tracking form

Misc. Device Repairs

Zebra Repairs (TC52, MC40, Zebra Label Printers)

Zebra Portal login

Generate RMA and Shipping label

Update CMDB and inventory

Get justification for out of warranty repair from DE team

Ergotron Carts

Work with PDS for warranty work

Get justification for out of warranty repair DE Team

Sennheiser

Work through EPOS portal for RMAs

Generate shipping label, work with shipping department to help generate label

Topaz eSig

Work through Topaz repair portal

Cisco phones (All Cisco Warranty phones (8800, 7900 models

Email imperium for RMA

Asset removal of end user devices

Epic printing - worksheet to Epic (Follow the workflow in ServiceNow)

Recycling end user devices following KB for workstations

Fill out form to have James imaging supported printers removed from support contract

Contact recycling company for removal of full bins

Pagers

Maintain inventory of new pagers at each site

Setup new pagers

Swap broken pagers

Escalate pager issues to PHC IT Leadership

Cellular phones

Maintain cellular phone inventory for home users

Work on tickets assigned to CTT Inventory

Work on tickets assigned to Pager / Smartphone

Setup and train home health users on new equipment.

Pull needed inventory for other sites.

Put away returned Inventory on a weekly basis

Check conference rooms. Makes sure equipment is off (at the end of day I make sure AV equipment is powered off)

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)

1+ years of technical desktop support experience

Access to reliable transportation & valid US driver's license

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.00 to $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.