[Hiring] Tech Support Specialist @UnitedHealth Group

Role Description

The Field Services Tech is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person at sites throughout the Bay Area and must provide solutions in a timely manner and document all issues and resolutions.

If you reside in California, you’ll enjoy the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

• Provide point of contact and ticket escalation ownership for all company clients and related tickets escalated from our remote help desk.
• Provide support assistance for Network Administrator on basic networking tasks, including but not limited to: file restore requests, data center cabling, and hardware installation.
• Support all tasks required Desktop Support Technicians; such as but not limited to printer installs, password resets, and new hire and departing employee account management.
• Promptly and professionally resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues via phone, email, or in person at client sites throughout the area.
• Provide superior customer service demonstrating professionalism, helpfulness, and care to all of our clients.
• Document all support requests (regardless of source), actions taken, and the resolution.
• Though rare, evening and weekend work and 24x7 on-call rotation is possible depending on client project schedules.
• Ensure we are delivering on all Service Level Agreements with our clients.
• Other duties as assigned.

Qualifications

• 2+ years of support experience (Desktop).
• 2+ years of experience maintaining and configuring PCs and Laptops; including but not limited to Windows 10/11 and newer, networking, Office/Open Office apps, Internet and anti-virus.
• 2+ years of knowledge maintaining Office 365 user accounts.
• 2+ years of ability to multi-task.
• Access to reliable transportation and valid US driver’s license.

Requirements

• May be required to commute to offices on occasion.
• Some after hours and weekend work may be necessary, per client schedules.
• Some 24x7 On Call rotation for client support may be necessary.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution (all benefits are subject to eligibility requirements).
• Hourly pay for this role will range from $20 - $36 per hour based on full-time employment.

Physical Demands

• Ability to lift/carry up to 50lb on occasion.
• Ability to use hands/tools for PC related hardware repair and/or replacement.
• Position primarily requires work using a PC and phone.
• Climbing ladders or crawling under desks may be necessary for occasional tasks.
• Frequent standing, sitting, or walking as tasks demand.