Associate Technical Support Analyst

About the role

Optum, part of UnitedHealth Group, is hiring an Associate Technical Support Analyst in Worcester, Massachusetts. The Care Field Services Technician supports and manages day-to-day on-site IT support for clinical locations, providers and practice managers, acting as a hands-on technical resource and the face of IT in the clinical workspace. The role uses ServiceNow to manage tickets and support activities, resolves clinical-location escalations, delivers white-glove end-user support and executes project work that keeps technology ready for care delivery.

Key responsibilities

• Provide technical support and end-user troubleshooting for hardware, operating systems and software applications
• Log, track and manage support tickets, escalating complex issues to higher-tier teams when needed
• Maintain documentation for support procedures, system configurations and issue resolutions
• Perform basic system administration, account provisioning and access management
• Help with hardware setup, software installation, routine maintenance and workstation deployments
• Work with technology teams on system upgrades, patches and rollouts
• Use enterprise-approved AI tools to streamline workflows and automate tasks

Required profile

• High school diploma or GED
• 3+ years troubleshooting desktop hardware, Windows/macOS, networking and business applications
• 3+ years using IT ticketing systems to track, document and resolve incidents
• Able to travel 75%+ of the time; reliable transportation and a valid US driver's license
• Preferred: associate degree or vocational training in IT, Computer Science or a related field; IT certifications such as CompTIA A+, CompTIA Network+ or Microsoft Certified Fundamentals; healthcare or corporate IT support experience

Required skills

• Troubleshooting desktop hardware and Windows/macOS operating systems
• Use of IT ticketing systems
• Preferred: network connectivity, Active Directory, remote desktop tools and enterprise security policies

What we offer

• Hourly pay of $29.00 to $52.00 for full-time employment
• Comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility)