Associate Tech Support Analyst

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, and data 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.

Position Summary

As an Associate Tech Support Analyst (L1.75 Technical Support Specialist) within Optum Technology's Enterprise Security division, you will occupy an elevated, higher-level position subject to rigorous operational and regulatory scrutiny. Operating in a 24/7 fully telecommute / remote environment, this role demands advanced technical competency, specialized training, and high integrity to make critical real-time decisions with security, privacy, and compliance always at the forefront. Positioned as an advanced technical escalation point, you will handle the team's most complex issues, manage 50+ high-sensitivity calls and tickets per day in ServiceNow, resolve intricate gateway/authentication failures, and triage privacy concerns under strict HIPAA and federal guidelines. Additionally, you will serve as a peer mentor via Teams chat, handle customer complaints with elevated expertise, assist SMEs with special projects, and support quality assurance efforts while leveraging enterprise-approved digital and AI tools to maximize team productivity.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Put security, privacy, and regulatory compliance at the forefront of every action, technical decision, and caller interaction under strict operational scrutiny
• Answer incoming calls and manage open ticket inventory for the team's most complex, high-priority, and highly sensitive security and gateway access escalations
• Apply advanced critical thinking, specialized technical competency, and sound judgment to analyze pertinent data, investigate non-standard issues, and make critical security/privacy decisions
• Handle 50+ complex technical support issues per day via phone and CRM/ServiceNow applications, maintaining a high degree of customer focus and resolution accuracy
• Listen actively to caller concerns, take complete ownership of complex requests, and walk callers through step-by-step technical troubleshooting to eliminate root cause issues
• Communicate technical solutions clearly and effectively to non-technical callers while handling customer complaints with elevated technical expertise
• Document required ticket details, call notes, and escalation logs rapidly (65+ WPM) and accurately in ServiceNow in strict compliance with HIPAA and federally regulated laws
• Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy
• Serve as a team mentor to peers by answering troubleshooting inquiries, providing real-time technical assistance via Teams chat, and assisting SMEs with special projects and QA efforts
• Leverage enterprise-approved AI tools and digital workflow efficiencies approved by leadership to streamline support processes, automate repetitive tasks, and maximize productivity
• Work collaboratively with specialized internal support groups to escalate complex, high-impact security breaches or gateway failures
• Maintain flexibility to support a 24/7 operational call center schedule, including rotational shifts, nights, weekends, or holidays as required

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 skills:

• High School Diploma / GED required
• 4+ years of technical support, helpdesk, or call center support experience in an enterprise IT service desk environment
• 3+ years of experience delivering customer service in high-sensitivity or high-stakes phone environments, including direct ownership of complaint resolution and de-escalation, while maintaining strict procedural, documentation, and compliance accuracy
• 3+ years meeting defined SLA/quality/productivity targets (volume, resolution time, and accuracy) in a high-volume enterprise CRM/ServiceNow environment
• 3+ years of experience making critical technical, security, or compliance decisions under operational scrutiny in a technical support setting
• 3+ years of experience troubleshooting complex enterprise security infrastructure, security gateways, identity/access management (IAM), or authentication platforms (e.g., MFA, SSO, SAML, Active Directory)
• 3+ years of experience handling high-volume technical calls/tickets (50+ issues/day) in an enterprise CRM/ServiceNow environment
• 3+ years of experience working within closely documented operational procedures, compliance workflows, and strict data privacy guidelines (e.g., HIPAA, PII, PHI laws)
• 2+ years of experience applying identity verification protocols and identifying/escalating suspected social engineering, vishing, or unauthorized access attempts, including documented examples of correctly declining or escalating a suspicious request
• 2+ years of experience providing real-time peer mentorship, troubleshooting guidance, or chat-based escalation assistance (e.g., via Teams chat)
• 65+ WPM typing speed with strong accuracy

Preferred Skills:

• Associate’s or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field
• 2+ years of experience working successfully in a fully remote / telecommute technical call center environment
• 1+ years of experience utilizing enterprise-approved AI productivity tools or automated workflow applications to maximize support ticket throughput
• Advanced training or formal competency in healthcare data security, privacy incident triage, quality assurance (QA) auditing, or assisting SMEs with technical projects
• Industry certifications such as CompTIA Security+, Network+, A+, or CIPP
• Exceptional verbal communication skills and emotional intelligence when handling customer complaints and high-stakes security calls
• Maintains a dedicated, private, HIPAA-compliant home workspace and secured network connection in accordance with company remote-work security standards

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $29.00 to $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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

#RPO, #GREEN