Position SummaryAs an
Associate (Senior) Tech Support Analyst, you will play a critical role in providing essential technical support and issue resolution across systems, software, and hardware infrastructure. You will work directly with technology teams and end users to troubleshoot, diagnose, and resolve complex technical incidents, ensuring service continuity and operational efficiency.
Primary Responsibilities- Provide first- and second-tier technical support and incident management for hardware, software, and network connectivity issues
- Troubleshoot, diagnose, and resolve technical problems in a timely and efficient manner to minimize downtime
- Log, track, and document support tickets and resolution steps using standard IT service management systems
- Escalate complex or unresolved technical issues to higher-tier support teams or engineering specialists as appropriate
- Assist with user onboarding, hardware provisioning, software installation, and access administration
- Maintain technology support documentation and standard operating procedures to enhance support delivery and efficiency
- Collaborate with cross-functional technology teams on system upgrades, operational maintenance, and process improvement initiatives
- Design, develop, and deploy AI-powered solutions to address complex business challenges with emphasis on responsible use of AI
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:- 3+ years of experience providing technical support, desktop support, or IT helpdesk assistance
- 3+ years of experience troubleshooting hardware, desktop operating systems (e.g., Windows, macOS), and standard business software
- 3+ years of experience using IT incident tracking or ticketing tools (e.g., ServiceNow, Remedy)
- 25% Travel required (Field based position)
Preferred Qualifications:- Associate degree or Bachelor's degree in Information Technology, Computer Science, or a related technical field
- Relevant industry certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator)
- Experience supporting software applications or IT infrastructure within a healthcare or corporate enterprise environment
- Basic understanding of networking principles, Active Directory, and remote support tools
- Strong customer service orientation with clear written and verbal communication skills
- Demonstrated ability to follow standard operating procedures and resolve technical issues in an enterprise environment
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
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 salary for this role will range from $60,200 to $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.
