Technical Support Analyst - Saint Louis Park, MN at Saint Louis Park

Description:

Position Description:

The United Support Center (USC) is the IT Service Desk for UnitedHealth Group. The USC team supports more than 100,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 125,000 calls per month the USC offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.

The USCs mission is to be the single point of contact for UnitedHealth Group businesses by providing high quality, innovative and cost effective technical support.

The Technical Support Analyst in the USC is fundamental part of a global IT support team, responsible for answering incoming calls from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Successful candidates will; handle ~ 60+calls/day with regard to all areas of UnitedHealth Groups IT infrastructure and applications, work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and customer focus. Effective candidates will have shown at least a year of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.

Primary Responsibilities:

Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed.
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
Anticipates customer needs and proactively identifies solutions.
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
Escalate high priority, high impact issues to the internal support teams.
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
Work in a low-wall cubicle environment with moderate noise levels.

Qualifications:

Requirements:

Bachelors Degree OR High School Diploma/GED and 2+ years of experience accepted
1+ years of experience in a call center environment where success was gauged by balancing call handle time and first call resolution
2+ years of experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying permissions
Experience using an incident or call tracking system
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010
This position will initially have a shift of 8:00am-5:00pm for the first three weeks during new hire training
Must be willing to participate in a department wide shift bidding process every quarter in which work shifts can potentially change
Assets:

Experience working with a knowledge base or knowledge tool
Experience using and supporting IP phone systems
Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices
Experience with supporting MAC hard and software
Experience in a large corporate environment
Exposure to or knowledge of ITIL practices

What makes your technology career greater with UnitedHealth Group?

Youll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. Its your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.

UnitedHealth Group IT provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Application Services Group, Enterprise Technology Services Group and the IT Business Services Group, UnitedHealth Group IT has over 7,000 internal and external resources across the globe, and offices in California, Connecticut, Minnesota, New Jersey, South Carolina, Wisconsin and India.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Minnesota, City: Saint Louis Park, Company: UnitedHealth Group.