COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC continues to comply with governmental guidance related to local, state, and federal COVID-19 vaccination for employment. All employees and affiliated staff of UPMC entities are considered essential health care workers and will be accountable to follow the Centers for Medicare & Medicaid Services (CMS) federal vaccine mandate. To be compliant with the federal mandate, employees must complete the approved vaccination dosage regimen currently defined by the federal government. Compliance with the federal mandate is encouraged before hire. Medical and religious exemption requests may be submitted for consideration.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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   Current UPMC employees must apply in HR Direct

Help Desk Support Analyst - Associate

  • Job ID: 738469605
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: Help Desk IT
  • Location: 600 Grant St, Pittsburgh PA 15219
  • Union Position: No
  • Salary Range: $21.78 to $27.98 / hour

Description

Description

The UPMC IT Help Desk is a 24x7 department that supports the entire clinical and operational facilities across UPMC. The position is work from home with optional workspace located in US Steel Tower if needed. Will require flexible schedule with shifts and hours and at times some weekend work.

The UPMC Information Services Division Help Desk is seeking an Associate Support Analyst 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.
 

Why work at UPMC?

  • At UPMC, we develop strong leaders who support and engage incredible team members. Together, we create an exceptional UPMC Experience for our co-workers and our patients.
  • A recent study showed that UPMC benefits are 20% higher in value than other health care providers in our market. UPMC offers tuition reimbursement, competitive pay, generous paid time off, and much more.
  • AWARD-WINNING WORKPLACE: Ranked #1 for Best Places to Work for Women & Diverse Managers by the 2020 Corporate Equality Index.
  • We have a rewarding career ladder to grow your career with UPMC.



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

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.
  • Willingness and flexibility to adapt and adopt rapid technology and process changes preferred
  • Effective problem-solving skills that center around research, teamwork, decision making, and emotional intelligence preferred
  • Familiarity with applications used in the UPMC environment (Office 365, Cerner, Medipac, Epic, etc.) preferred

 

Licensure, Certifications, and Clearances:

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), Female Leadership Innovation and Growth in Health Care & Technology (FLIGHT), or 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 — 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