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   Current UPMC employees must apply in HR Direct

Help Desk Sprt Analyst - Assoc - 2nd Shift

  • Job ID: 372915194
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 3 pm 11:30 pm
  • 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: $18.91 to $28.38 / hour

Description

Purpose:
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 chat, for the UPMC end user. The work shifts are based on a 7/24/365 schedule. 2nd Shift 3:00 pm to 11:30 pm. 

Responsibilities:
  • 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 Chats: Provide 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.

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.

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

    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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