Position Summary: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
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
- 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
Preferred Qualifications:- 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
*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 hourly pay for this role will range from $29.00 to $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
