Job Description

Job Title: Help Desk Support Analyst - Temporary
Job ID: 673191
Status: Full-Time
Regular/Temporary: Temporary
Hours:
Shift: Day Job
Facility:
Department: ISD Help Desk
Location: 3600 Forbes Ave, Pittsburgh PA 15213

Description

Purpose:


Are you a help desk professional interested in putting your skills to use in a meaningful career? At UPMC, our Information Technology professionals are driving, developing, and supporting systems and operations that are critical to patient care.

 
Under the direction of management and more senior members of the team, the Help Desk Support Analyst - Temporary will provide day to day support remotely by telephone and chat, for the UPMC end user. The work shifts are based on a 7/24/365 schedule.


If this sounds like an exciting position for you, we invite you to learn more an apply today!

Responsibilities:

  • Answering Support Calls/Answer Support Chats Provide customer service support to any or all customers via calls/chats.
  • Call/Chat Quality Evaluation Acknowledgement/Feedback Application Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
  • 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.
  • Disaster Recovery Adherence Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.
  • Meeting Participation Attend meetings on time, ask questions and apply feedback
  • Scorecard Expectations Typically achieves expected baseline scores.
  • Securing UPMC Data/Information Protect the integrity and confidentiality of all data and information through physical and electronic measures.
  • 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, training's, 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.
  • System Interruption Response and Handling Follow the System Interruption Handling process consistently. 
  • Communicate with other staff for possible system wide interruption.
  • Technical Skills/Problem Solving Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution.
  • 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.
  • Time Management Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
  • Troubleshooting and 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

Qualifications

Qualifications
  • Familiarity with 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.

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $0 to $0

Union Position: No

Apply Current Employee?

UPMC VALUES

At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

QUALITY & SAFETY
DIGNITY & RESPECT
CARING & LISTENING
RESPONSIBILITY & INTEGRITY
EXCELLENCE & INNOVATION

UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.


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