Senior Tech 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 ResponsibilitiesProvides advanced technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound callsUses pertinent data and facts to identify and solve a range of problems within area of expertiseInvestigates non-standard requests and problems in collaboration with support groupsPrioritizes and organizes own work to meet deadlinesProvides explanations and information to others on topics within area of expertiseConducts root cause analysis, recommendations, solutions based on incident data trendsReview, update, & create knowledge to assist users and other technicians to resolve issuesTroubleshoot corporate applications such as but not limited to MS Office Suite, Enterprise supported browsers, Java Plug-ins etc.) assign issues to the appropriate support group as neededProficiently manage the resolution of technical engagements; balancing customer service, providing support, and issue resolutionsEffectively translate complex, technical concepts into consumable language to assist users of varied technical abilitiesDemonstrate a highly developed sense of integrity and commitment to customer satisfactionThoroughly track all interactions with customers in an incident management tracking toolAdhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systemsEscalate high priority, high impact issues to appropriate internal support teamsMeet or exceed operational targets such as but not limited to: ticket and contact quality, first call resolution, schedule adherence, and call handle timeProvides back-up assistance for front line support when neededUses existing procedures and facts to solve routine problems or conduct routine analysesPerforms incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolutionData center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely mannerUnderstand technology functionalities, standard operating procedures, common issues, and solutionsMaintain up-to-date knowledge about deployed technology trends and how they affect the businessAct as a mentor/coach of Technical Support Analyst team membersPractice process gap analysis and recommend continuous service improvementsPromotes healthy working environment by exercising healthy working relationship with peers, leaders, counterpartsComply 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 regard 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 soRequired QualificationsUndergraduate degree or equivalent experience3+ years of hands-on experience as a level 2 or SME/Coach in a ServiceDesk environment.Extensive experience with Operating Systems support including but not limited to Macintosh and /or Windows Environment, and O365 ApplicationsExperience in a large corporate environment with high volume capacityExperience with Service Ticketing/Tracking Systems (ServiceNow preferred)Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)Knowledge and experience with end-user devices and computer peripherals troubleshooting (input devices like mouse and keyboard, output devices like monitors and projectors, headsets, docking stations, printers, etc.)Knowledge and experience with Terminal Emulators (e.g. Putty)Can report onsite dailyPreferred QualificationsKnowledgeable with Healthcare applications/toolHealthcare backgroundAt 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.Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.