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   Current UPMC employees must apply in HR Direct

Help Desk Support Analyst - Associate

  • Job ID: 409210660
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: ISD Help Desk
  • Location: 3600 Forbes Ave, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $20.78 to $26.71 / hour

Description

The UPMC Information Services Division Help Desk is seeking Support Analysts 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.

The UPMC ISD Help Desk is a 24x7 department that supports the entire clinical and operational facilities across UPMC. The position is work from home.

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

  • Exceptional communication skills

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

  • Effective problem solving skills that center around research, team work, 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

Licensure, Certifications, and Clearances:
A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.

UPMC is an Equal Opportunity Employer/Disability/Veteran

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as Women in Information Technology (WIT) and PRIDE Health, that support the implementation of our diversity strategy.

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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