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IT Call Center (Help Desk)

Learn more about UnitedHealth Group
UnitedHealth Group

UnitedHealth Group

IT Call Center (Help Desk)

San Juan, PR
Full Time
  • Responsibilities


    Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing YOUR LIFE'S BEST WORK.(SM)

    As a Sr. Call Center Support Specialist, you will be a member of a dynamic team involved with providing technical support and issue resolution to internal and external customers, including users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware / software inventory checks and stocking of spare parts, as well as more advanced troubleshooting and support.


    • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
    • 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 users when needed
    • Provide an accurate record of each call in incident management tracking tool
    • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
    • Act as a technical resource to others to resolve problems, issues, errors or related
    • Anticipate customer needs and proactively identifies solutions
    • Plan, prioritize, organize and complete work to meet established objectives


  • Qualifications
    • Bachelor's Degree or equivalent professional experience
    • 3+ years of experience with PC operating systems including Windows NT, 2000 and XP
    • 3+ years of experience in a customer service role
    • 3+ years of Technology Support experience
    • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
    • Experience with MS Office (including Word, Excel and PowerPoint)
    • Bilingual ( Spanish & English)


    • Master's Degree or higher level of education
    • Information Technology Certifications
    • Microsoft Certified Systems Engineer (MCSE)
    • Computing Technology Industry Association A+ Certification
    • Certified Information Systems Security Professional (CISSP)
    • Call Center experience

    CAREERS WITH OPTUM. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world?s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company 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.

  • Industry
    Hospital and Health Care
  • Fun Fact
    UnitedHealth Group is working to create the health care system of tomorrow.
  • About Us
    A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.