Desktop Support Specialist II - La Crosse, WI

Employment Type

: Full-Time

Industry

: Information Technology



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At Optum, the mission is clear: Help people live heathier lives and help make the health system work better for everyone

LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well - being of Americans.

By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system.

LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on - location services, patient - specific in - clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services.

There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work.(sm)

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases / deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.

Working Schedule: This is a full-time position with standard working hours of Sunday through Thursdayfrom 2:00pm – 11:00pm.


Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role.

Primary Responsibilities:
  • Receive, troubleshoot and respond to routine and non - routine Help Desk requests via phone calls or e-mails in a 24 / 7 environment
  • Set up and maintain hardware and software including computers, printers, copiers, faxes, scanners, and projectors
  • Educate end-users on how to resolve various hardware and software problems
  • Act as front-end support for all incoming technical issues, and gather accurate data related to the incidents reported by end users. Test the given information for validity and accuracy Escalate complex issues and non - IT related problems to the appropriate department
  • Educate end-users on how to resolve various hardware and software problems
  • Act as escalation point for incoming issues and problem resolution. Escalate issues as necessary to appropriate parties for resolution
  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
  • Project support for departmental initiatives resulting in streamlined processes and productivity improvements
  • Provide departmental support by floor / region, assisting the workforce with proactive solutions to support the business need
  • Provide direct first line support in the testing and deployment of new policies and systems
  • Monitor stock levels of hardware and submit request for equipment when needed
  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
  • Escalate complex incidents to Sr. Desktop Technician’s, IT Network Administrators, Business Analysts or Developers and / or Leadership when appropriate
  • Basic, structured, standard approach to work

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:
  • Associate's Degree (or higher) in IT, CIS, Networking or other related field OR HS Diploma / GED (or higher) and a minimum of 4 years of relevant work experience and / or applicable military experience
  • 2+ years of experience in a desktop support environment
  • Intermediate knowledge of an enterprise environment, (domain, vlans, network infrastructure, utilization of web portals, Service Desk systems, Hardware Inventory, VPN, etc.)
  • Previous experience with a ticketing system and working with FOG imaging software
  • Experience / working knowledge of Microsoft Office products to assist end - users with technical assistance for hardware and software
  • Ability to provide on - call phone support at night and on weekends within a rotation schedule
  • Willingness to travel up to 5% to various LHI locations across the U.S. to provide technical support as needed
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQip Form SF86
  • Ability to work an 8 hour shift between the hours of 2pm and 11pm, Tuesday through Saturday
Preferred Qualifications:
  • Technical Certification (A+, Net+, etc.)
  • Experience with performing quality assurance checks on clone images
  • Experience analyzing work tasks and demand and/or identifying solutions for trends and issues identified

Mental and Physical Requirements:


  • Must be comfortable representing and communicating with internal and external customers as a liaison for the HelpDesk team; strong customer service, interpersonal and communication skills
  • Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a team - oriented environment
  • Demonstrated ability to complete project work according to established timelines and deadlines and work with minimum supervision
  • Proven ability to take responsibility for assigned tasks and prioritize workload in a fast - paced environment
  • Proven ability to adhere to procedures and maintain accurate detailed records including attendance and inventorying
  • Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a team oriented environment
  • Ability to understand complex business processes that cross multiple operational units
  • Demonstrated ability to complete project work according to established timelines and deadlines and work with minimum supervision
  • Must have strong troubleshooting skills and a demonstrated commitment to solving user problems


Careers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular 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: VA CCN, UnitedHealth Group; LHI Desktop Support Technician; La Crosse, WI; desktop; Microsoft Office; customer service; imaging; ticketing troubleshooting, evening shift



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