Tech Support Specialist
Core
Deploy, repair, and maintain computer hardware and software for internal users and external customers in a healthcare environment.
Role type
Tier I/II IT Support Specialist
Builds
Hardware and software lifecycle management for organizational devices
Domain
Healthcare IT
Required skills
hardware deployment and repair, software deployment and repair, ticketing systems, root cause analysis, user training, system upgrades, HIPAA compliance, inventory management, vendor coordination, Tier I/II support
Preferred skills
general networking, client/server concepts
Technologies
Hardware Support, Network Security, Windows
Responsibilities
Document incidents and resolutions accurately in ticketing systems, and contribute to root cause analysis to help prevent recurring issues; Train end users and share knowledge about common issues, software, and new technologies; Support or lead small IT projects, including system upgrades, application rollouts, and infrastructure changes; Follow organizational security policies, data protection standards, and healthcare regulations, including HIPAA; Monitor IT inventory and maintain appropriate supplies of spare hardware and replacement parts; Coordinate with third-party vendors on advanced troubleshooting, warranty claims, and specialized support; Perform routine system and device maintenance to support performance and help prevent failures; Prioritize work to meet service-level response and resolution targets; Coordinate between on-site teams and higher-tier IT groups, escalating complex issues as needed; Provide customer service to internal users, external customers, and vendors on the ProHealth Care network; Install, deploy, troubleshoot, repair, maintain, and manage the lifecycle of organizational hardware and software; Maintain accurate records in workload management, asset management, and administrative applications; Deliver professional, timely service to employees, customers, peers, and leaders in person, by phone, and electronically; Follow documentation and checklists, and use routine troubleshooting methods to resolve issues efficiently while minimizing customer impact; Work independently once tasks are assigned, while taking an active interest in developing technical skills through self-study; Participate in team meetings, team-building activities, and other opportunities to strengthen the department; Explain technical issues to customers in clear, nontechnical language
Seniority
Mid-level, hands-on IC (via careerplan.io/jobs/Optum-Tech-Support-Specialist-tech-support-specialist-at-optum)