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, data and resources 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.** Under general supervision, a Senior Technical Support Specialist provides first-tier support to end users with hardware, custom and third-party software applications, networks, telephony systems, AS/400, and application security issues. Documents initial analysis and data gathering of issues. Documents resolution to reported problems. Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support. Assists end users with issue via remote assistance software. The schedule for this role is: Ready to work in 24*7 Shifts Model on a Rotational basis **Primary Responsibilities:** + Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner + Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices + Act as first point of contact to end-users + Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues + Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system + Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems + Utilize knowledge bases and documentation to debug issues. Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk. Work with remote end users to analyze issues and provide solutions or escalate issues as + Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so **Required Qualifications:** + 1+ years of experience with Computer Repair or Troubleshooting + 1+ years of experience in Customer Service + Experience on ITIL, Service desk, Help desk, IT Support, chat and email + Willing or ability to work the following schedule: Ready to work in 24*7 Shifts Model on a Rotational basis **Preferred Qualifications:** + Experience with operating systems (Windows, macOS, Linux) + Experience with Active Directory and Office 365 + Knowledge of network concepts and configurations + Familiarity with IT service management frameworks like ITIL + Proficiency in troubleshooting hardware, software, and network issues + Basic understanding of cybersecurity principles _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: Optum is an Equal Employment Opportunity 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._ _Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved._