Opportunities with Episource, part of the Optum family of businesses. Join a premier provider of risk adjustment services, software and solutions that’s fueling innovation in the health care industry. Start a rewarding career where your work will empower health plans and medical groups with comprehensive end-to-end solutions designed to navigate health care efficiently. Our culture is rooted in innovation, encouraging our team to stay curious and engaged. By joining us, you become part of a global, remote/hybrid-friendly team dedicated to bridging health care gaps with a strong sense of social responsibility. At Episource, we are enriching lives, including those of our team members through Caring. Connecting. Growing together.

We are looking for a friendly, customer-oriented individual to join our team who has 2-3 years of experience working in a desktop support role. This position requires you to communicate effectively with users via face to face, phone, email or through an online chat platform to respond to their inquiries. This individual should possess positive energy, be motivated, and eager to learn.

Primary Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Handling escalated tickets from Desktop engineer - Level 1
• Install, configure, and troubleshoot desktop hardware, software, and peripherals for end-users
• Respond to support tickets and service requests in a timely and efficient manner, providing effective solutions
• Diagnose and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals
• Collaborate with other IT teams to ensure seamless integration of desktop systems with the overall IT infrastructure
• Maintain inventory records of desktop equipment and ensure timely procurement of new hardware and software
• Perform regular maintenance and updates on desktop systems to ensure optimal performance and security
• Assist in the implementation of IT policies and security measures to safeguard desktop systems and data
• Provide end-user training on hardware and software usage to enhance their productivity and technical skills
• Document technical procedures, troubleshooting steps, and knowledge base articles for future reference
• Stay informed about the latest trends and advancements in desktop technologies to improve support services
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Proven experience as a Desktop Engineer or in a similar technical support role
• Solid knowledge of desktop operating systems (Windows, Linux and macOS) and standard software applications
• Familiarity with network connectivity and basic understanding of IT infrastructure components
• Proficiency in hardware troubleshooting and problem-solving for desktop-related issues
• Proven excellent communication and interpersonal skills to interact with end-users in a friendly and professional manner
• Proven ability to work independently and handle multiple tasks simultaneously
• Proven proactive and customer-focused approach to delivering high-quality support services

Preferred Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related experience
• Microsoft Certification professional, CCNA

Physical Requirements:

• Must be able to lift and carry up to 30lbs
• Must be able to talk, listen, speak, and view electronic equipment

Working Conditions:

• Working conditions are normal for an office environment
• Work requires weekend and/or evening work
• Work may require occasional night shift
• Travel is primarily local during the business day

Training /Certification Requirements:

• Company compliance program modules
• Company safety regulations
• Technical certifications

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.