Lead Desktop Support (LHI) - La Crosse, WI at United Health Group

Posted in Other 28 days ago.

Type: Full-time
Location: La Crosse, Wisconsin





Job Description:
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)


Lead a team of Desktop Support Technicians who provide general computer support to all internal users as well as external customers and providers. Provide guidance, training and mentoring to all technicians on the team. Assist Supervisor and Manager in providing day-to-day direction of team activities.

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:
  • Respond to requests for technical assistance via phone or electronically (tickets)
  • Educate end-users on how to resolve various hardware and software problems
  • Diagnose and resolve technical hardware and software issues
  • Track and route problems and requests and document resolutions. Ensure tickets are picked up by due date
  • Stay current with system information, changes and updates
  • Setup new user hardware/ software
  • QA and Maintain hardware inventory of over 1000 desktops and laptop
  • Clone computer using imaging software; QA, create and maintain clone images
  • Update and assist leadership team with the development of work instructions, standard operating procedures, and processes to ensure clear understanding and compliance
  • Escalate incidents to IT Network Administrators, Business Analysts or Developers when appropriate
  • Travel to company locations to assist with facility setup, support or maintenance, as needed.


Required Qualifications:

  • Associate's degree in Computer Science, Information Technology or Networking or other related field OR High School Diploma/GED with 4 years of working in a desktop support role and/or applicable military experience
  • 2+ years of experience working in a desktop support role
  • Leadership experience with the ability to coach and lead a team
  • Experience working with a ticketing system
  • Experience with Microsoft Office and Microsoft back office products for end user issue resolution and taring of technicians
  • Customer service experience
  • Experience following policies/procedures and maintaining accurate detailed records
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
  • Ability to travel up to 25%


Preferred Qualifications:

  • Bachelor's Degree
  • Previous experience with FOG imaging software

  • National Career Readiness Certificate


Required Soft Skills:

  • Strong written, verbal and interpersonal and communications skills
  • Ability to take responsibility for assigned tasks and prioritize workload (for self and others) in a fast paced environment
  • Must be able to meet scheduled task requirements within assigned deadlines
  • Excellent customer service and problem solving skills
  • Must also demonstrate 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 employers 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

Keywords: LHI; OPTUM; UnitedHealth Group; Lead Desktop Support; La Crosse, WI; leadership; ticketing system; customer service; FOG