Senior Tech Support Specialist

Optum is seeking a Senior Tech Support Specialist to join its on-site team in Farmington, CT. The role centers on Tier 2 and Tier 3 technical support, evaluating technical products and customer environments, and delivering strong customer service while maintaining thorough documentation and contributing to process improvements.

Location: Farmington, CT (onsite) | Salary: USD 28 - 51 per hour

Responsibilities

• Delivers direct support for projects, complex tasks, and other technical requests
• Assesses technical products and client environments, proposing effective solutions
• Provides Tier 2 and Tier 3 support across the department's service portfolio
• Works largely independently after assignment with a high degree of autonomy
• Delivers strong customer service to users at all levels, including customers, peers, and leadership
• Engages in team meetings, team-building activities and other opportunities to strengthen the department
• Exemplifies professionalism and leads by example
• Maintains professional, timely, and positive communication in person, on the phone and digitally
• Projects a positive and professional image for the department and Optum
• Contributes to evaluating and estimating routine work requests and minor projects
• Complies with Optum/UGH, American Health Network and departmental policies and procedures
• Maintains and updates documentation and checklists to ensure efficiency and consistency
• Applies advanced troubleshooting methodologies to deliver efficient resolutions and minimize customer impact
• Keeps detailed records in workload management, asset management and administrative applications
• Meets deadlines consistently
• Continuously maintains education and cross-training across departmental areas of expertise
• Maintains required certifications
• Supports management in identifying opportunities for process improvement within the department

Requirements

• High School Diploma or GED
• 1+ years of Information Systems (IS) experience
• 1+ years of Windows Desktop support experience
• 1+ years of experience with Microsoft Office
• 6+ months of customer service experience
• Access to reliable transportation and a valid US driver’s license

Technologies

• Windows
• Microsoft Office

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution