Intermediate, PC Consultant

UPMC•Pittsburgh, PA

About The Position

The Intermediate, PC Consultant provides comprehensive IT support services for departmental researchers within the University of Pittsburgh Department of Psychiatry and UPMC. This role delivers hands-on support for endpoint devices, application troubleshooting, and day-to-day computing needs in a complex dual-network environment. The Consultant advises researchers on appropriate hardware and technology solutions, supports computers operating on both UPMC and University of Pittsburgh networks, and assists with departmental computer inventory management. As part of the Office of Academic Computing, this position contributes to an integrated support team that designs and builds customized research applications for data collection, manages and securely stores research data, and delivers high-quality end-user computing support to advance psychiatric research.

Requirements

Typically has 2+ years of desktop support and desktop support practices.
Must be willing and able to report for work at various UPMC facilities.
Ability to perform standard/advanced IT procedures and protocols.
Ability to lift 50 pounds and walk up and down hills, to reach the various end user sites at UPMC.
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Responsibilities

Actively participate in technical mentorship by senior level team members.
Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
Assist with relocating standard desktop computers and devices within the UPMC end user community, as directed by the Manager of User Support, the PC Support Supervisor, and/or Senior PC Support Consultants.
Provide second level support for problem requests escalated by the ISD Help Desk and coordinates with UPMC personnel and vendors to resolve issues. Report back to the ISD Help Desk and end user, regarding problem status until resolved.
Document request status and resolution activities, as directed.
Draws on IT knowledge, previous experience, and other resources to independently resolve issues.
Follow procedures for documentation of PC Support services to the UPMC end user community. Update all project management and time tracking tools accordingly.
Manage small projects with guidance of leadership and senior team members.
Ability to manage time, tickets, and workload under the direction of leadership.
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.
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.
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 management for development and effectively incorporates feedback into work and behaviors.
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.