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Our recruiters will continue to fill positions throughout this time, but interviews and other processes may be modified to protect the safety of our candidates and employees. Thank you for your patience.

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   Current UPMC employees must apply in HR Direct

Help Desk Support Analyst

  • Job ID: 240072374
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Variable
  • Facility: UPMC Western Maryland
  • Department: Info Tech
  • Location: 12501 Willowbrook Rd, Cumberland MD 21502
  • Union Position: No
  • Salary Range: $18.44 to $27.04 / hour


UPMC Western Maryland is seeking a Regular Full-time Help Desk Support Analyst to join their team! Under the direction of management and more senior members of the team, the Help Desk Support Analyst will provide day to day support remotely by telephone and chat, for the UPMC end user. Possess a working knowledge of UPMC standard computers, software and hardware devices. The work shifts are based on a 7/24/365 schedule.

Applicants will be placed into the appropriate job title and salary based on their individual experience and education. The Help Desk Support Analyst - Associate salary starts at $14.63/hour.


  • Call/Chat Quality Evaluation Acknowledgement/Feedback ApplicationAlways acknowledges call/chat quality evaluations in quality evaluation software and always apply feedback.
  • Self/Team DevelopmentSuccessfully 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 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 HandlingFollow the System Interruption Handling process and Identify trending for possible system wide interruptions. Take the lead in the handling of the interruption process in the absence of senior or supervisory management.
  • Scorecard ExpectationsConsistently achieves and/or surpasses expected baseline scores.
  • Disaster Recovery AdherenceUnderstand disaster recovery processes thoroughly. Has UPMC equipment on standby.
  • Technical Skills/Problem SolvingUnderstand UPMC technologies proficiently. Apply problem solving skills in basic to moderate support situations to achieve resolution.
  • Meeting ParticipationAttend meetings on time, bring issues and solutions to the meeting for discussion and apply feedback.
  • Answering Support Calls/Answer Support ChatsProvide customer service support to any or all customers via calls/chats with an overall more advanced experienced level.
  • Ticket QualityDocument and manage end user requests in the Incident Tracking System. Consistently capturing demographic information and details related to technical issues to capture to properly route to appropriate team.
  • Securing UPMC Data/InformationProtect the integrity and confidentiality of all data and information through physical and electronic measures.
  • TroubleshootingHas a proficient understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Always document troubleshooting in the ticket.
  • Time ManagementResponsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
  • CommunicationResponsible 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.



Help Desk Support Analyst - Associate

  • 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.

Help Desk Support Analyst - Intermediate

  • Typically has 2+ 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.

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 — 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