[Hiring] Associate Tech Support Analyst @UnitedHealth Group

Role Description

As an Associate Tech Support Analyst within Optum Technology, you will serve as the Epic Subject Matter Expert (SME) for the national Epic Level 1 Help Desk, providing advanced expertise, guidance, and mentorship to support analysts in delivering high-quality customer service to clinical end-users across the enterprise.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Deliver first-line support for Epic EHR users by troubleshooting access and login issues, resolving technical problems, and escalating complex incidents as appropriate.
• Act as a liaison between IT and clinical operations, translating technical issues into clear, actionable solutions for non-technical users and stakeholders.
• Support the onboarding, training, and ongoing development of Epic Help Desk analysts to enhance team knowledge, performance, and service delivery.
• Monitor incoming support tickets, document troubleshooting steps accurately, and ensure timely issue resolution in compliance with service level agreements (SLAs).
• Collaborate with application engineers and clinical IT teams to identify recurring system trends and assist in continuous process improvements.
• Leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement.

Qualifications

• High School Diploma/GED
• 2+ years of experience in technical support, help desk, or IT end-user support role
• 2+ years of experience troubleshooting the Epic EMR platform/system
• 2+ years of experience using enterprise ticketing systems to log, track, and resolve support requests

Requirements

• Epic EMR Certification(s)
• Experience supporting remote and on-premises users in a clinical or healthcare environment
• Strong communication skills with a customer-centric troubleshooting approach

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)