Associate (Senior) Tech Support Analyst

Optum is seeking an Associate (Senior) Tech Support Analyst to deliver reliable first- and second-tier support for technology issues across hardware, software, and network connectivity. In this field-based role with remote flexibility, you will troubleshoot problems, manage incidents, and support continuity through onboarding, provisioning, and clear ticket documentation.

What you’ll do

• Handle first- and second-tier technical support and incident management for hardware, software, and network connectivity concerns.
• Troubleshoot, diagnose, and resolve technical issues efficiently to minimize downtime.
• Log, track, and document support tickets and resolution steps using standard IT service management systems.
• Escalate complex or unresolved issues to higher-tier support teams or engineering specialists when needed.
• Support user onboarding, hardware provisioning, software installation, and access administration.
• Maintain technology support documentation and standard operating procedures to improve support delivery and efficiency.
• Collaborate with cross-functional technology teams on system upgrades, operational maintenance, and process improvement initiatives.
• Design, develop, and deploy AI-powered solutions to address complex business challenges with an emphasis on responsible use of AI.

Key requirements

• 3+ years of experience in technical support, desktop support, or IT helpdesk assistance.
• 3+ years troubleshooting hardware, desktop operating systems (including Windows and macOS), and standard business software.
• 3+ years experience using IT incident tracking or ticketing tools such as ServiceNow or Remedy.
• 25% travel required for a field-based position.

Technologies you’ll work with

• Windows
• macOS
• ServiceNow
• Remedy
• AI-powered solutions

Preferred qualifications

• Associate degree or Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
• Relevant certifications (for example, CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator).
• Experience supporting software applications or IT infrastructure in a healthcare or corporate enterprise environment.
• Basic understanding of networking principles, Active Directory, and remote support tools.
• Strong customer service orientation with clear written and verbal communication skills.
• Ability to follow standard operating procedures and resolve technical issues in an enterprise environment.
• All Telecommuters must adhere to UnitedHealth Group’s Telecommuter Policy.

Location and flexibility

This role is based in Minneapolis, MN (remote). If you are located in or within commutable driving distance to Minneapolis, you can work remotely while taking on field responsibilities. This is a field-based position.

Compensation and benefits

• Hourly pay range: $29.00 to $52.00 per hour based on full-time employment.
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution