[Hiring] Associate Tech Support Analyst @UnitedHealth Group

Role Description

As an Associate Tech Support Analyst (L1.75 Technical Support Specialist) within Optum Technology's Enterprise Security division, you will occupy an elevated, higher-level position subject to rigorous operational and regulatory scrutiny. Operating in a 24/7 fully telecommute / remote environment, this role demands advanced technical competency, specialized training, and high integrity to make critical real-time decisions with security, privacy, and compliance always at the forefront.

• Handle the team's most complex issues and manage 50+ high-sensitivity calls and tickets per day in ServiceNow.
• Resolve intricate gateway/authentication failures and triage privacy concerns under strict HIPAA and federal guidelines.
• Serve as a peer mentor via Teams chat and handle customer complaints with elevated expertise.
• Assist SMEs with special projects and support quality assurance efforts while leveraging enterprise-approved digital and AI tools.

Qualifications

• High School Diploma / GED required.
• 4+ years of technical support, helpdesk, or call center support experience in an enterprise IT service desk environment.
• 3+ years of experience delivering customer service in high-sensitivity or high-stakes phone environments.
• 3+ years meeting defined SLA/quality/productivity targets in a high-volume enterprise CRM/ServiceNow environment.
• 3+ years of experience troubleshooting complex enterprise security infrastructure or authentication platforms.
• 2+ years of experience applying identity verification protocols and identifying/escalating suspected social engineering attempts.
• 65+ WPM typing speed with strong accuracy.

Requirements

• 3+ years of experience making critical technical, security, or compliance decisions under operational scrutiny.
• 3+ years of experience handling high-volume technical calls/tickets (50+ issues/day).
• 3+ years of experience working within closely documented operational procedures and compliance workflows.
• 2+ years of experience providing real-time peer mentorship or troubleshooting guidance.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Hourly pay for this role will range from $29.00 to $52.00 per hour based on full-time employment.

Company Description

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling equitable care that addresses health disparities.