Senior Tech Support Specialist

Support internal and external customers by delivering 24/7 technical help desk coverage and desktop support in Wausau, WI (remote).

Responsibilities

• Receive, troubleshoot, and respond to Help Desk requests through phone calls or chat in a 24/7 environment
• Handle incident and request intake by recording and maintaining Incident / Request logs and records
• Provide front-line technical support for desktop and peripheral issues, including computers, printers, copiers, faxes, scanners, and projectors
• Set up and maintain hardware and software; support installations, upgrades, and releases
• Assist with installation, configuration, and ongoing usability of desktops, laptops, peripherals, and software while following standards and guidelines
• Educate end-users on how to resolve hardware and software problems
• Monitor hardware stock levels and submit equipment requests when supplies are low
• Support Front Desk activities, including helping walk-ins and recording receipts of computer equipment
• Provide on-site technical support for video conferencing software and hardware
• Evaluate applications and software patches for desktop applications to determine whether updates will address desktop issues
• Maintain inventory of frequently used desktop support items; request and replenish items to maintain effective quantities
• Monitor incoming user calls related to using computer software and hardware, including requests for how-to guidance
• Perform preliminary problem identification for issues affecting network users; determine whether problems stem from equipment, network, or applications and escalate as needed for resolution

Requirements

• High School Diploma or GED
• 1+ years of experience working in an IT field
• 6+ months of experience with Microsoft Office products to support end-user technical assistance for hardware and software
• Ability to obtain favorable adjudication after submitting the Defense Health Agency eQuip Form SF86
• Ability and willingness to work the following shifts: Monday to Friday, 9 am to 6 pm CST
• Typing speed: 50–70 WPM for standard technical support
• United States citizenship required
• Must be able to obtain and maintain Confidential/Secret or Top-Secret security clearance eligibility

Preferred Qualifications

• Associate’s degree with 6 months of experience in a desktop support environment
• Telecommuters must follow UnitedHealth Group Telecommuter Policy

Technologies

• Microsoft Office products
• Defense Health Agency eQuip Form SF86

Benefits

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