Senior Technical Support Analyst

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

Resolve complex technical issues for clients via phone, email, and chat, ensuring timely, high-quality, and effective solutions

Perform in-depth troubleshooting and diagnostics to identify root causes of advanced technical issues

Mentor, train, and guide junior technical support analysts, sharing knowledge and industry best practices to enhance overall team capabilities

Maintain exceptionally high levels of customer satisfaction by delivering professional, polite, and empathetic technical support

Create, update, and maintain detailed technical documentation of support cases, standard operating procedures, solutions, and best practices

Identify opportunities for process improvements and contribute directly to the development, implementation, and refinement of support methodologies

Collaborate closely with cross-functional partners, including Development and Quality Assurance teams, to resolve systemic issues and drive product quality improvements

Manage, track, and prioritize multiple support cases, ensuring adherence to Service Level Agreements (SLAs) and proactive communication with clients

Generate and analyze support metrics, performance reports, and operational KPIs to identify trends and drive optimization strategies

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). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

Undergraduate degree or equivalent work experience

8+ years of professional experience in technical support, IT systems administration, or a related technology support role

2+ years of experience in a senior, lead, or mentoring capacity within a technical support environment

Proven proficiency in troubleshooting and diagnosing hardware, software, and network configuration issues

Proven solid problem-solving, analytical, and diagnostic skills with keen attention to detail

Proven excellent verbal and written communication skills, with a demonstrated ability to explain complex technical concepts clearly to non-technical users

Preferred Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field

Hands-on experience working with enterprise IT service management and support tools such as ServiceNow, Altiris, or Cisco Secure Client

Active industry-recognized technical certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation)

Demonstrated ability to collaborate and build relationships across cross-functional engineering and product teams

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.