UCare

Service Desk Analyst

Employer
UCare
Location
Minneapolis, Minnesota
Posted
Sep 10, 2022
Closes
Sep 30, 2022
Ref
3162
Category
Healthcare
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 600,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.

Rewards

Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

www.ucare.org/careers/

EOE/AA

ABOUT UCARE

UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.

WORKING AT UCARE

Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 13 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.

SERVICE DESK ANALYST

Work Location: Work from home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position is responsible for providing end user support to the UCare organization via phone, remote, and onsite support. Provide real-time application or hardware support to eliminate or avoid business impact. Troubleshoot, diagnose and resolve incidents/problems and outages of production environments. Respond promptly to incidents and escalate when appropriate.

• Triage Service Management incidents and requests in the IT ticketing system. This includes creating, completing, reassigning, and escalating as needed in an efficient and thorough manner that also adheres with UCare compliance policies.

• Troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.

• Perform remote analysis, diagnosis, and resolution of complex desktop and application related problems for end users, and implement corrective solutions for all UCare users as needed.

• Collaborate with System Engineers, System Analysts, Developers, Access Administrators, and Desktop Support to ensure efficient operation of the company's computing and application environments.

• Document instances of desktop equipment or component failure, repair, installation, and removal.

• Collaborate with Service Desk team members to ensure Service Desk documentation/knowledge base is up to date. Review and recommend new documents on an annual basis to ensure documentation and end user FAQ's are current.

• Other projects and duties as assigned.

Education

Bachelor's degree in Computer Science preferred; demonstrated experience may be considered in lieu of degree.

Required Experience

Three or more years of experience with hardware and/or Application/Production support. High level of expertise in the implementation, support and troubleshooting of production environments. Demonstrated experience providing enterprise technical, customer support for HP hardware, Windows OS, Active Directory, VOIP, and VPN. Strong Analytical skills and well versed with problem resolution methodologies. Strong customer service orientation.

Preferred Experience

Certification or experience with ITIL v3 Framework. Health care experience. Previous experience of working in a Customer Services/IT Service Desk role. Previous experience of using Service Desk management tools. Previous experience of using Microsoft security and administration toolsets. Familiarity with TeamViewer, Configuration Manager (MECM) and ServiceNow.

THE UCARE DIFFERENCE

The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 09/09/2022

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