UPMC is hiring a full-time Help Desk Support Analyst- Associate to join their Help Desk IT team. This role offers an opportunity to build a solid foundation in healthcare IT while supporting a large, mission-driven organization. Candidates will gain hands-on experience with UPMC technologies, ticketing processes, phone and chat support, troubleshooting, system interruption procedures, and customer service in a 24/7/365 environment. The position also provides exposure to a broad range of technical issues, structured coaching and feedback, opportunities for continuous learning, and the ability to grow within the IT support field. APPLY NOW!
Work Location: Fully Remote
Work Hours: Monday through Friday, 7:00am to 3:00pm eastern standard time.
Purpose:
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.
Responsibilities:
· Provide customer support by phone and chat.
· Troubleshoot and document technical issues.
· Protect UPMC data and follow interruption procedures.
· Meet quality, time management, and scorecard expectations.
· Participate in team development and continuous learning.
· 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.
· Call/Chat Quality Evaluation Acknowledgement/Feedback Application: Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
· System Interruption Response and Handling: Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption.
· Time Management: Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
· Disaster Recovery Adherence: Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.
· 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.
· 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.
Top 3 Skills Needed:
1. Customer service and communication.
2. Technical troubleshooting and problem solving.
3. Reliability, adaptability, and teamwork.
Preferred:
· Prior experience in customer service, call centers, help desks, technical support, healthcare support, retail service desks.
· Candidates who have supported users by phone, chat, or ticketing systems.
· Candidates who demonstrate reliability, teamwork, coachability, and comfort using knowledge resources to resolve common issues.
· Current or past UPMC employee or contractor.
Licensure, Certifications, and Clearances:
A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.
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UPMC is an Equal Opportunity Employer/Disability/Veteran