Help Desk Support Analyst - Associate

UPMC is looking for a Help Desk Support Analyst to join their team. This position will be ON-SITE at our Western Maryland Health Center.

Description

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 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.
Responsibilities:

• Time Management - Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
• System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system-wide interruption.
• 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.
• 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.
• 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.
• 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.
• Meeting Participation - Attend meetings on time, ask questions and apply feedback
• Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
• Securing UPMC Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Scorecard Expectations - Typically achieves expected baseline scores.
• 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.

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:
Act 34

A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.
UPMC is an Equal Opportunity Employer/Disability/Veteran