Job description

Job Summary

As a Desktop Technician, you will be responsible for providing excellent customer service and advanced technical support and issue resolution to internal employees and external vendors, both on-site and remote, including people from non-technical backgrounds. This is a combination Helpdesk Tech and Desktop Tech role, which includes Tier 1 phone support, and some travel to provide on-site Desktop support at company locations around North Texas. In addition it will be your responsibility to make sure the office staff understands and follows standard operating procedures.

Essential Functions

• As a Desktop Technician you will provide Tier 1 IT technical support through phone, email, chat, and desk-side support.
• Perform account management and maintenance for various applications and systems (i.e. create or modify user accounts and permissions, and perform password resets)
• Work collaboratively with people across the organization, using remote control tools to assist when needed.
• Provide hardware technical support for thin clients, Windows PC desktops & laptops, printers, tablets, and basic network connectivity including wired ethernet and WiFi, etc
• Support end-users in their use of software applications such as Microsoft Office, virtual desktops (Citrix), Electronic Medical Records (EMR) software, and more
• Participate on IT on-call rotation, typically no more than 7 days per month, including weekends.
• Triage of multiple simultaneous technical support requests, prioritize workload based on impact and Service Level Agreements (SLA), complete work to meet technology and company goals.
• Assist with maintenance of technical documentation, including hardware and software inventory, service requests within a ticket system, user account information, etc.

Qualifications and Education Requirements:

• Minimum High School Diploma
• Minimum 3 years experience working in a customer service role, preferably at an IT Service Desk or IT support call center.
• Any certification in relevant IT technology required (ITIL Foundation, Microsoft Certified Professional, CompTIA A+, etc); or minimum 3 years experience working in an equivalent technical role.
• Experience in ticketing tools to manage and track incidents preferred

Competencies:

• Tech savvy with good knowledge of the principles of computing and communications networks
• Ability to diagnose and resolve basic technical issues
• Basic printer installation and troubleshooting support
• Excellent verbal and written communication skills

Environment:

Office Setting (75%), Outpatient Clinic Setting (25%)

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• The employee is regularly required to sit for long periods of time
• The employee is required to use hands to operate equipment.
• Must be able to lift up to 50 pounds of computers or other IT equipment
• Ability to travel up to 25% of the time within DFW or North Texas area to provide IT Desktop support to clinics.

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Job Type: Full-time

Pay: $26.00 - $31.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Plano, TX 75093: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Active Directory: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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