[Remote] Assoc Tech Support Analyst

Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers technology-enabled care and health services. The Associate Tech Support Analyst provides first- and second-tier technical support, troubleshoots hardware, software, and network issues, manages incidents, and supports users and technology operations. The role also involves deploying AI-powered solutions to address complex business challenges responsibly.

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

Skills

• 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)
• 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

Benefits

• Remote work flexibility for employees located in or within commutable driving distance to Minneapolis, MN; this is a field-based role.
• A comprehensive benefits package, subject to eligibility requirements.
• Incentive and recognition programs, subject to eligibility requirements.
• Equity stock purchase, subject to eligibility requirements.
• 401k contribution, subject to eligibility requirements.
• Career development opportunities.

Company Overview

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