Tech Support Specialist

Optum offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase opportunities, and 401(k) contributions to support your career in Presque Isle, Maine. This onsite Tech Support Specialist role focuses on delivering tier I and II IT support, documenting incidents, and ensuring reliable systems and excellent customer service. You will train colleagues, assist with projects, uphold security standards, and collaborate with vendors to meet SLAs for internal users, external customers, and Prohealth Care's Network.

Responsibilities

• Document incidents and resolutions accurately in ticketing systems and assist with root cause analysis to prevent recurrence
• Lead or participate in training sessions to share knowledge with end users on common issues, software use, or new technologies
• Support small IT projects such as system upgrades, application rollouts, or infrastructure changes
• Ensure work complies with security policies, data protection standards, and healthcare regulations including HIPAA
• Monitor and manage IT inventory to maintain appropriate stock levels of spare hardware and replacement parts
• Collaborate with third party vendors for advanced troubleshooting, warranty claims, or specialized support services
• Perform regular maintenance on systems and devices to sustain performance and prevent failures
• Adhere to SLAs for response and resolution times, prioritizing tasks effectively
• Act as a liaison between on-site teams and higher-tier IT groups to escalate and resolve complex issues
• Provide customer service support to internal users, external customers, and vendors on Prohealth Care's Network
• Install, deploy, troubleshoot, repair, maintain, and manage the lifecycle of hardware and software across the organization
• Maintain detailed records in workload management, asset management, and administrative applications
• Deliver tier I and II support across the organization’s service portfolio
• Offer excellent customer service to all levels of staff, customers, peers, and leadership
• Follow documentation and checklists to ensure efficiency and consistency
• Participate in team meetings and team-building activities to strengthen the department
• Communicate professionally and promptly in person, by phone, and electronically
• Apply routine troubleshooting methods to resolve issues efficiently and minimize customer impact
• Work independently after assignments and pursue opportunities to learn more advanced skills
• Engage in ongoing self-study related to technology and customer service
• Explain technical issues to customers in non-technical terms that are easy to understand

Requirements

• High School Diploma or GED (or higher)
• 2+ years of technical support experience
• 2+ years deploying, repairing, and maintaining computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners
• 2+ years deploying, repairing, and maintaining software such as the Microsoft Office Suite and Windows operating systems
• Ability to lift up to 40 lbs, work in varying temperatures, navigate within buildings and floors, and travel across the service delivery area with reliable transportation

Technologies

• Microsoft Office Suite
• Windows operating systems

Benefits

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

Preferred Qualifications

• Familiarity with general networking and customer/server concepts
• Adaptability, teamwork, and problem-solving abilities in a high-pressure healthcare environment