Help Desk Support Analyst - Warwick, RI

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.UnitedHealth Group IT Enterprise Technology Services group is responsible for managing and optimizing enterprise data, voice, and video services for UnitedHealth Group and its companies.  Focused on providing a world-class mix of cost, quality, and service delivery, this area is committed to building a top-tier network team and driving continuous improvement in the standards for performance.  This area is also responsible for supporting IT across the enterprise for development frameworks, standard operating environments, quality improvements, and application operations.    If you thrive in a fast-paced, team-oriented environment and enjoy interacting with customers, we invite you to apply for this Technology Support Analyst position. This is a Call Center Customer Service position. In this role you would take inbound calls to assist customers (internal users) with the resolution of technical issues. This is a challenging position that will offer advancement opportunities to a talented candidate.   Primary Responsibilities:Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a fast paced call center environment. 100% over the phone support. Diagnose hardware, software, printing and network connectivity issues, including LAN, WAN, dial-up, and VPN access in a Windows XP environment, offering level 1 and 2 solutions over the phone. Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. Follow all escalation procedures according to service level agreement. Use remote control tool to assist end user when needed. Provide an accurate record of each call in an incident management tracking tool.Qualifications:Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking.  Experience with documenting tickets in an incident tracking system. At least one year of experience at a technology help desk in a problem-solving capacity. Experience working in a diverse team setting, and a track record of success. Excellent customer service skills. Excellent written and oral communication skills. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V   UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.