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   Current UPMC employees must apply in HR Direct

Help Desk Sprt Analyst - Sr

  • Job ID: 913789928
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • 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: $21.26 to $31.88 / hour


Under the direction of management, the Senior Help Desk Support Analyst will provide day to day support remotely by telephone for the UPMC end user. Possess an advanced knowledge of UPMC standard computers, software and hardware devices. The Senior Help Desk Support Analyst 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 is 8:00 am – 5:00 pm with work from home options.


• Disaster Recovery, adherence lead, champion disaster recovery efforts, logistics and technology reallocation. Has UPMC equipment on standby.
• 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.
• Answering support calls to provide customer service support to any or all UPMC customers at an advanced level and to assist junior level staff to reach a more advanced experienced level.
• Time management responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone auxiliary codes within defined parameters.
• 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. 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, information and protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Ticket quality document 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.
• Follow 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 expectations surpasses expected baselines scores. Helps junior staff members improve their scores.
• Meeting participation, attend meetings, apply feedback, bring leadership level issues and solutions for discussion. Drive the meeting discussion.
• Has 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.
• Always acknowledge call quality evaluations in quality evaluation software and apply feedback. Acts as an example to junior staff.
• Understand UPMC technologies at an advanced level. Apply problem solving skills in moderate to complex support situations to achieve resolution.


• 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

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; 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

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