Help Desk Support Analyst - Associate

UPMC is looking for Help Desk Associates to join their team. These positions are fully remote and will consist of four 10 hour shifts with the following schedules.

Wed–Sat 6a–4p

Sun–Wed 7a–5p

Wed–Sat 7a–5p

Must be open to all shifts.

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 work shifts are based on a 7/24/365 schedule.

Responsibilities:

• 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.
• Securing UPMC Data/Information: Protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Call/Chat Quality Evaluation Acknowledgement/Feedback Application: Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
• 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.
• System Interruption Response and Handling: Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption.
• Meeting Participation: Attend meetings on time, ask questions and apply feedback
• Time Management: Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
• Scorecard Expectations: Typically achieves expected baseline scores.
• Disaster Recovery Adherence: Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.
• Answering Support Calls/Answer Support ChatsProvide customer service support to any or all customers via calls/chats.
• 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.
• 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.

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:
A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.

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UPMC is an Equal Opportunity Employer/Disability/Veteran