Technical Help Desk Analyst - Hartford, CT

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 provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise.  Comprised of the Application Services Group, Enterprise Shared Services Group and the IT Business Services Group, UnitedHealth Group IT has over 7,000 internal and external resources across the globe, and offices in California, Connecticut, Minnesota, New Jersey, South Carolina, Wisconsin and India.    UnitedHealth Group IT Enterprise Shared 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.    Primary Responsibilities:Manage resolution of inbound technical calls quickly, professionally and efficiently in Call Center environment.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 scripted Knowledge Base and assign issues to the appropriate support group.Follow all escalation procedures according to service level agreement.Use remote control tool to assist end user when needed.Research issues when answers are not readily available with the use of Web tools and search engines.Provide an accurate record of each call in a incident management tracking tool.Monitor all open issues to ensure business expectations are met.Create technical documentation for publication in Knowledge Base.Qualifications: Requirements:  1 year experience using Incident Tracking tools (ticketing systems), Minimum of 1 year of Technology Help Desk call center experience where all issues were handled solely over the telephone. Assets: Using remote control tools, Diagnosing LAN, WAN or VPN issues, Troubleshooting PC/ application issues, Resetting Domain Passwords, Resetting, unlocking Citrix accounts,A+, Network+, Microsoft Professional, Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking.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.