UPMC · 6 hours ago
Help Desk Support Analyst - Associate
United States
Full-time
Remote
New Grad, Entry LevelUPMC is looking for Help Desk Associates to join their team. The Help Desk Support Analyst - Associate will provide day to day remote support for UPMC end users through telephone and chat, ensuring effective communication and problem resolution.
BiotechnologyHealth CareHospitalMedical
Responsibilities
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
Protect the integrity and confidentiality of all data and information through physical and electronic measures
Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback
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
Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption
Attend meetings on time, ask questions and apply feedback
Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters
Typically achieves expected baseline scores
Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby
Provide customer service support to any or all customers via calls/chats
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
Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution
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
Qualification
Required
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
Preferred
A+, N+, Security+, HDI, ITIL, or other technical certifications
Company
UPMC
UPMC is one of the leading nonprofit health systems in the United States. A $10 billion integrated global health enterprise headquartered
Founded in 1893
10001+ employees
H1B Sponsorship
UPMC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (7)
2023 (4)
2022 (7)
2021 (7)
2020 (13)
Funding
Current Stage
Late StageTotal Funding
$0.46MKey Investors
Appalachian Regional Commission
2024-09-18Grant· $0.46M
Leadership Team
Leslie Davis
President and CEO
Frederick M. Hargett
Chief Financial Officer
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