21 days old

Help Desk Support - San Antonio, TX - 895805

San Antonio, TX 78205
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  • Job Code
    895805
Energize your career with one of Healthcare's fastest growing companies.

You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas:Optum -a growing part of our family of companies that make UnitedHealth Group a Fortune6 leader.

Primary Responsibilities:
  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment
  • Resolve technical incidents, and / or assign issues to the appropriate support group as needed
  • Follow all escalation procedures according to service level agreement
  • Use remote control tool to assist end users when needed
  • Provide an accurate record of each contact in the incident management-tracking tool
  • Demonstrate a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function
  • Act as a technical resource to others to resolve problems, issues, errors or related
  • Anticipate customer needs and proactively identifies solutions
  • Plan, prioritize, organize and complete work to meet established objectives
  • Meet established SLA and KPI requirements on a monthly basis
  • After - hours and weekend schedules may be required, after - hours on - call support may be required
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:
  • High School Diploma / GED (or higher)
  • 2+ years of supporting PC operating systems including Windows 7 and Windows 10
  • 2+ years of experience in a customer or technical service role
  • 2+ years of Technology Support experience
  • Previous experience supporting mobile devices such
  • Basic Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, etc.) - ability to create, edit, save, and send
  • You will be asked to perform this role in an office setting or other company location
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas, In addition, employees must comply with any state and local masking orders.
Preferred Qualifications:
  • Previous experience with Networking Principles, Internet Protocol Suite (TCP / IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • 1+ years of experience with ServiceNow (Incident and Service Request)
  • Computing Technology Industry Association A+ Certification
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees
  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home
You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our COVID-19 Resources Page: click here.


Job Keywords: UnitedHealth Group; call center; desktop; technical support, TCP/IP; LAN; WAN; ServiceNow, hiring immediately
Posted: 2020-11-06 Expires: 2020-12-26

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Help Desk Support - San Antonio, TX - 895805

UnitedHealth Group
San Antonio, TX 78205

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