Job Description

Job Title: Help Desk Support Analyst - Full-time (Harrisburg)
Job ID: 20593030
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: IT Service Desk
Location: 111 South Front Street, Harrisburg PA 17105


Do you have a passion for Customer Service? UPMC Pinnacle Help Desk in Harrisburg, Pa is hiring for an entry level Help Desk Support Analyst. Under the direction of management and more senior members of the team, the Help Desk Support Analyst - Associate will provide day to day support remotely by telephone and email, for the UPMC end user. The hours for this position will be Wednesday-Sunday Day Shift hours. Some Holidays.


Answering Support Calls/Answer Support Emails - Provide Excellent Customer Service support to any or all via calls/ emails.

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.

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/email Quality Evaluation Acknowledgement/Feedback Consistently acknowledge call/email quality evaluations 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. Call Metrics typically achieves expected baseline scores.

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 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.

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

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $18.91 to $28.38 / hour

    Union Position: No

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