Assoc Tech Supprt Anlyst II

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

1. Manage Helpdesk tickets in a timely manner and resolve technical issues based on the troubleshooting steps provided.
2. Respond and analyze customer concerns via phone using tools provided to support them.
3. Escalate issues to the next level tier according to the knowledge base provided.
4. Run diagnostics to resolve customer reported issues.
5. Troubleshoot hardware and software.
6. Be able to multitask.
7. Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).

Required Qualifications:

1. College Graduate or Undergraduate of any IT related course.
2. 2+ years of experience in Service desk.
3. 2+ years of inbound call handling experience.
4. Solid knowledge in ticketing tool.
5. Proven good and solid communication skills.
6. Proven to be keen on details and process.