Help Desk Support Analyst - Associate

University of Pittsburgh Medical Center-posted 11 months ago
Full-time • Entry Level
Remote • Pittsburgh, PA
5,001-10,000 employees
Hospitals
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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. Work From Home opportunity with an onsite location of US Steel Tower 31st Floor. Remote service interruptions require commuting to backup location or US Steel Tower in Pittsburgh when required. May also require travel to US Steel for equipment swaps when required. We are currently seeking candidates only in the Greater Pittsburgh Area.

  • Conducting 1st Level IT Support to the enterprise primarily through phone calls and chats.
  • Demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions.
  • Protecting the integrity and confidentiality of all data and information through physical and electronic measures.
  • Acknowledging call/chat quality evaluations in quality evaluation software and applying feedback consistently.
  • Troubleshooting common customer issues using UPMC System support/Knowledge repository and documenting in the ticket.
  • Following the System Interruption Handling process and communicating with other staff for possible system wide interruptions.
  • Attending meetings on time, asking questions, and applying feedback.
  • Responsible for accurate timecard entry in Kronos and PPM systems and proper use of phone and chat auxiliary codes.
  • Achieving expected baseline scores in scorecard expectations.
  • Understanding the basics of Disaster Recovery processes and having UPMC equipment on standby.
  • Providing customer service support to any or all customers via calls/chats.
  • Documenting and managing end user requests in the Incident Tracking System and capturing necessary demographic information.
  • Applying basic problem-solving skills to achieve resolution using UPMC technologies.
  • Successfully completing projects, tasks, and initiatives by embracing a team-first approach and seeking feedback for development.
  • 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.
  • A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.
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