Top Qualifications:
1. 3+ years of experience with providing IT Desktop Support
2. 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure.
3. 3+ years of experience installing and supporting networked devices such as printers and scanners

Job Summary:
Serve as the call center's first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Provide effective communication to the customers. Direct unresolved issues to the next level of support. Log and record issues and resolutions. Follow-up and update customers with status and information.
Participate in On-Call rotation to Provide After-hours support.
Remotely Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration.
Prioritize and manage heavy workload in a dynamic and diverse environment. Work with minimal direction but remain focused on critical Service Level Agreement and priority items.
Coordinate new users access needs and security changes. This will include coordination with internal IT leadership to establish system access, and communicate back to user with relevant user ID and password information.
Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
Assure necessary security of all IT assets. This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
Complete and maintain an inventory process to track new and old equipment and software. Ensure that all assets are properly tracked and documented for management audit and legal purposes.
Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
Supports the vision and values of Optum and abides by all policies and procedures.