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

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   Current UPMC employees must apply in HR Direct

Help Desk Support Analyst - Associate

  • Job ID: 626312445
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: Help Desk IT
  • Location: 3600 Forbes Ave, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $21.78 to $27.98 / hour


The UPMC Information Services Division Help Desk is seeking an Associate Support Analyst to provide first-level IT solutions for internal departments. The primary focus of the role is delivering an outstanding end-user experience through strong customer service skills paired with robust technical and troubleshooting ability. The primary responsibility will be responding to user inquiries via call and chat, diagnosing the problem, and providing applicable remedies.FULLY REMOTE!

Shift: 2:00 pm - 10:00 pm Monday – Friday

The UPMC IT Help Desk is a 24x7 department that supports the entire clinical and operational facilities across UPMC. This is a remote position with an optional workspace located in US Steel Tower if needed.


  • Communication - Responsible 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.

  • Securing UPMC Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.

  • Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.

  • Troubleshooting - Has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket.

  • System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption.

  • Meeting Participation - Attend meetings on time, ask questions and apply feedback

  • Time Management - Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.

  • Scorecard Expectations - Typically achieves expected baseline scores.

  • Disaster Recovery Adherence - Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.

  • Answering Support Calls/Answer Support ChatsProvide customer service support to any or all customers via calls/chats.

  • Ticket Quality - Document and manage end user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.

  • Technical Skills/Problem Solving - Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution.

  • Self/Team Development - Successfully 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.

  • Responsible for continuous self-study, trainings, partnering with more senior members of team, 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.




  • Familiarity with modern technology and best support practices through education or practical experience.

  • Prior customer service experience preferred.

  • Excellent interpersonal, written and communication skills required.

  • Ability to work in a fast-paced environment.

Preferred Qualifications: 

  • Willingness and flexibility to adapt and adopt rapid technology and process changes

  • Effective problem-solving skills that center around research, teamwork, decision making, and emotional intelligence

  • Familiarity with applications used in the UPMC environment (Office 365, Cerner, Medipac, Epic, etc.)

  • Experience with Cherwell or other IT Service Management systems

This is a remote position with workspace located in US Steel Tower (Pittsburgh, PA) if needed

Licensure, Certifications, and Clearances:

Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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.