About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Information Technology


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Senior Service Desk Technician - Irvine, CA

UHG - Irvine, California

Posted: 09/7/2018

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)


Provides technical support lead to Level 1 Service Desk Technicians. Acts as the escalation point between Service Desk to Clinical IT Services and Engineering.   Provides end-user support, training and documentation for managing the day-to-day operations of service requests that impact workstations, printers, laptops and associated hardware and software.
Primary Responsibilities:
  • Ensures assigned Service Desk requests are processed in a timely manner
  • Provides Senior Technical end-user support according to ITS department support policies:
    • Ensures that all requests from users are logged and escalation procedures are followed
    • Woks in collaboration with all ITS Team members to ensure that phone coverage is maintained throughout the business day (as needed)
    • Monitors Service Desk Team queue in corporate incident management system, promptly coding, escalating and assigning incoming tickets as appropriate (as needed)
    • Monitors Service Desk mailbox to ensure all emails received generate Service Desk tickets (as needed)
  • Project focused
    • Leads team through ITS related projects
    • Maintains appropriate resource levels for projects and the Service Desk
  • Installs, configures, troubleshoots and corrects problems with computer hardware and software (including operating system and applications software). (as needed)
  • Triages, documents and escalates issues with Custom Applications in the Monarch environment (including but not limited to Practice Connect, EZ-CAP and reporting utilities): (as needed)
    • Thoroughly investigates customer issues and provides detailed documents of all facts around the issue for troubleshooting purposes, including the exact steps that produce the error, scope of error (one user or multiple users), time of day, software and driver versions, software and driver configurations, other processes running on system
    • Escalates fully documented issues to Service Desk Manager for further investigation or escalation to Engineering
  • Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner
  • Performs and ensures successful completion of nightly file server tape backups. Is responsible for proper tape rotation and off-site storage in accordance with corporate Records Retention Policy. (as needed)
  • Creates and administers end-user accounts and permissions in response to account requests, in accordance with ITS departmental rules and policies
  • Performs employee Moves, Transfers and New Hire deployments, in accordance with ITS departmental rules and policies: (as needed)
    • Accurately completes Deployment Checklist. Creates and deploys New User letter as prescribed in IT Department procedures
    • Informs Requesting Manager of task status and completion
  • Collaborates in the maintenance of capital asset, software and spare parts inventory system. (as needed)
  • Ensures physical security of ITS inventory and supplies: (as needed)
    • Ensures all small high-value items (such as laptop computers, RAM modules, disk drives) are locked up in the ITS Lab before leaving at end of shift
  • Monitors incoming calls and tickets for signs of virus outbreak. If suspected or identified, manages the removal of infected systems from network, notifies management and engages in team effort to eradicate outbreak
  • Maintains computer Disk Images for desktop and laptop computer fleet, ensuring that images are kept current and that content and changes are documented. (as needed)
  • Participates in after-hours Support Desk phone rotation according to After Hours Support policy
  • Technical writing
    • Creates/updates standard operating procedures associated with Service Desk tasks
    • Creates reference material documentation for end users
  • Regular and consistent attendance

Required Qualifications:

  • This position may involve driving to perform tasks at remote locations. Must possess and maintain a valid California driver’s license and auto insurance
  • Minimum 3 years’ experience of Microsoft Office and Windows support
  • Health Care industry experience preferred
  • Network Fundamentals, Proficent in Windows Server Administration (Windows 2008, 2012, 2016), DNS, DHCP, SSH, SSL, FTP, Endpoint Group Policy Troubleshooting, Cisco AnyConnect VPN Clients, Thin Client Administration, Endpoint Imaging, Disk Encryption (Bitlocker)

What's the first thing that happens when one of the most successful physician groups in Orange County comes together with a global leader in health care? Opportunity. With Monarch HealthCare joining OptumCare and the UnitedHealth Group family of companies, people like you will find increasing levels of challenge, impact and professional success. With a vibrant network of hospitals and urgent care centers, we're changing health care for the better by improving access to affordable, high quality care, and working together to improve the patient experience. That takes passion, commitment, intense focus and the ability to contribute effectively in a highly collaborative team environment. Are you with us? Learn more about this exciting opportunity to do your life's best work.SM


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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.


Job Keywords: Network Fundamentals, Proficient in Windows Server Administration (Windows 2008, 2012, 2016), DNS, DHCP, SSH, SSL, FTP, Endpoint Group Policy Troubleshooting, Cisco AnyConnect VPN Clients, Thin Client Administration, Endpoint Imaging, Disk Encryption (Bitlocker), Irvine, CA, California

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