Support Jobs in Presque Isle, ME

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3d ago

Tech Support Specialist

Optum Presque Isle, ME

Presque Isle, ME

3d ago

$23 - $42/hr Full time End User Support Hardware Support Help Desk

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Job Description

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

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