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Help Desk Analyst - Columbia, MD

05/17/2018Call Center
Job Location:
Columbia, MD
Metro Area:
MD - Baltimore
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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 Fortune 6 leader.   Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.Positions in this function provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation.Primary Responsibilities:Provide technical support to UnitedHealth Groups computer user communityWork in a high volume, fast paced technology help deskDocument tickets in an incident tracking systemIssue resolution and problem solvingExcellent customer service skillsSuperior written and oral communication skillsDemonstrated successful time management skills

Qualifications:

Required Qualifications:High School Diploma / GED (or higher)6+ months of experience working in a contact center environment6+ months of experience at a high volume, fast paced technology help desk in a problem-solving capacity Experience with documenting tickets in an incident tracking systemProficiency with remote control tools, VPN, and Networking Proficiency with Microsoft Word (to provide documentation), Microsoft Excel (run reports, calculate availability metrics), and Microsoft Outlook (emails and calendar) Experience working in a diverse team setting, and a track record of successAbility to work an 8-hour shift between 7:00 am - 9:00 pm Monday through FridayPreferred Qualifications: Bachelor's Degree (or higher) with IT related coursesITIL V3 Foundation, Help Desk, or Service Desk Analyst CertificationExperience / understanding of ITILPrevious work experience in a global IT organization, Service Desk Operations, or Technical SupportExperience with information security and / or privacy (ie understanding of HIPAA, SOX, etc.) The government services support team at Optum has earned the trust of organizations that our entire country relies on; from the Department of Defense and Veteran?s Administration to the teams at Health & Human Services and the Centers for Medicare and Medicaid Services. We?re repaying that trust with hard work, new ideas and a commitment to finding better solutions every day. Join us and help create ways for our government services agencies to be more efficient and effective. This will be the next huge step in your life's best work.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Keywords: UnitedHealth Group; Optum; Help Desk Analyst; Columbia, MD; contact center; technology help desk; incident tracking system; Remedy; ServiceNow; Word; Excel; Outlook; remote control tools; VPN; Networking; ITIL; HIPAA; SOX
 
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