COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit

Search Our Jobs

   Current UPMC employees must apply in HR Direct

Help Desk Sprt Analyst - Sr

  • Job ID: 432487906
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 7 a.m. to 3:30 p.m.
  • Shift: Day Job
  • Facility: Pinnacle Health Support Services
  • Department: IT Service Desk
  • Location: 111 South Front Street, Harrisburg PA 17105
  • Union Position: No
  • Salary Range: $22.18 to $33.24 / hour



Under the direction of management, the Help Desk Support Analyst - Senior will provide day to day support remotely by telephone and chat, for the UPMC end user. Possess an advanced knowledge of UPMC standard computers, software and hardware devices. The Help Desk Support Analyst ? Senior leads tasks and projects as directed by Supervisor or Manager, such as, but not limited to, onboarding and training of new team members. The work shifts are based on a 7/24/365 schedule.


  • Disaster Recovery AdherenceLead/champion DR efforts/logistics and technology reallocation.Has UPMC equipment on standby.
  • CommunicationResponsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
  • Answering Support Calls/Answer Support ChatsProvide customer service support to any or all UPMC customers calls/chats at an advanced level and to assist junior level staff to reach a more advanced experienced level.
  • Time ManagementResponsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
  • Self/Team DevelopmentSuccessfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff.Responsible for continuous self-study, trainings, partnering with leadership, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.
  • Securing UPMC Data/InformationProtect the integrity and confidentiality of all data and information through physical and electronic measures.
  • Ticket QualityDocument and manage end user requests in the Incident Tracking System. Advanced understanding of template use and classifications when creating tickets to properly route to appropriate team.
  • System Interruption Response and HandlingFollow the System Interruption Handling process and proficiently identify trends for possible system wide interruptions. Take the lead by communicating with management and staff. Manage the interruption process in the absence of management staff.
  • Scorecard ExpectationsSurpasses expected baselines scores. Helps junior staff members improve their scores.
  • Meeting ParticipationAttend meetings, apply feedback, bring leadership level issues and solutions for discussion. Drive the meeting discussion.
  • TroubleshootingHas an advanced understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Always documents troubleshooting in the ticket and assists junior level staff with troubleshooting and documentation.
  • Call/Chat Quality Evaluation Acknowledgement/Feedback ApplicationAlways acknowledge call/chat quality evaluations in quality evaluation software and apply feedback. Acts as an example to junior staff.
  • Technical Skills/Problem SolvingUnderstand UPMC technologies at an advanced level. Apply problem solving skills in moderate to complex support situations to achieve resolution.


  • Typically has 5+ years of experience in modern technology and best support practices through education or practical experience.
  • Prior customer service experience required. Excellent interpersonal, written and communication skills required.Ability to work in a fast-paced environment.

Licensure, Certifications, and Clearances:

  • A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.

Clearances must be dated within 90 days

  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct

Security Alert

We are aware of scams targeting UPMC and other large companies that involve individuals posing as employees to illegitimately conduct interviews and extend false employment offers and payments to gain access to candidates' personal information. Please note that UPMC will not communicate with candidates through third-party email services like Gmail or Yahoo. While some interviews may take place via a video conferencing service, UPMC Talent Acquisition will not conduct interviews via Skype or Google Hangouts. UPMC will never ask for or disburse funds during the recruitment process. If you are hired into a role with a sign-on bonus or similar incentive, funds will be paid to you by UPMC after your start date.

If you suspect you have been a victim of a fraudulent UPMC job offer, please report the attempt using this form.