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Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
As a subject matter expert, the Sr Tech Support Analyst role is designed to investigate and propose solutions for complex problems in various technical disciplines such as PACS, IIS, Networking, Database, and Hardware. The Sr Tech Support Analyst will also share their in-depth knowledge about these topics to both internal teams via training and mentoring, and external teams via issue and technical escalation management.
As a technical specialist, Sr Tech Support Analyst is expected to lead Root Cause Analysis activities that come as a result of complex issue troubleshooting and various other projects they oversee.
You’ll enjoy the flexibility to work remotely * from anywhere within Canada (expect for the Saskatchewan province) as you take on some tough challenges.
Primary Responsibilities:
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Troubleshoot complex issues on production RIS and PACS radiology systems which utilize some of the following technologies: proprietary Change Healthcare software, Local & Wide Area Networks, Windows Servers and workstations, Enterprise-class hardware & storage systems, and Oracle databases
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Liaison with internal teams, including R&D, Technical Response, Systems Engineering, Production & Installation, and Sales as required to deliver on customer requests
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Provide analysis of issues based on Site-Specific information and Backlog tickets overall will help improve ticket resolution and solution provided to the customer; demonstrate an active leadership role in the zone assisting in the development of a collaborative work environment and productive culture
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Provide coaching and mentoring to team members and assist team members with troubleshooting and resolving technical issues
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Proactively assist team members with installation and configuration tips and best practices; perform scheduled preventative maintenance and systems administration functions at customer facilities
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Solid customer service skills and ability to interact effectively with different audiences, including Information Technology Analysts and clinical radiology staff, including PACS Administrators, Technologists, and Physicians
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Rotate into the on-call schedule for after-hours support
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
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2+ years of experience troubleshooting networking fundamentals, including Ethernet, TCP/IP, LAN
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2+ years of experience working with Windows Server Environments (2012, 2022)
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2+ years of experience working with command line
Preferred Qualifications:
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CompTIA Network+ certificate
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Cisco CCNA or Cisco CCNP certificates
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2+ years of experience with Change Healthcare / Optum Radiology PACS
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1+ years Mentoring/Coaching experience
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1+ years of experience troubleshooting storage solutions including: Dell EMC, NetApp, Pure Storage
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1+ years of experience with PowerShell scripting
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1+ years of experience with virtual technology such as VMware
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1+ years of experience with database management and SQL querying
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.