Job Title: IT Support Analyst
Location: UPMC Aut Even Hospital
The Information Technology Support Analyst will provide front-line primary technical support to end-users on various technical issues and problems.
The role is primarily based onsite in AEH with some support required in offices at Mc Donagh Junction and Hebron Road.
They will also be responsible for responding to, documenting and resolving service tickets in a timely manner.
The IT Support Analyst team works 39 hours per week, Monday to Friday, and provides out-of-hours on-call support by rotation to ensure that the hospital network functions 24/7.
Key Responsibilities:
* Implementation and support of information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation)
* Log and track all calls to the IT Helpdesk on the hospital call logging system
* Troubleshoot and resolve technical issues where possible
* User administration (new user accounts/password resets)
* In-house applications administration, support and troubleshooting
* Liaise with third-party vendors around support issues
* Monitor daily backup logs and escalate issues
* Escalate technical issues to Level 2/Level 3/or vendor support where needed
* Printer troubleshooting and escalation to managed printer supplier
* Assist with IT project work where required
* Basic network troubleshooting
* Vulnerability monitoring and support
* Take ownership of ongoing technical issues
Qualifications and Experience:
* 2 years' relevant 1st line/technical support experience
* Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office
* Good understanding of PC hardware setup and configuration
* Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical users
* Strong problem-solving and analytical skills with the ability to think logically and prioritize tasks
* Ability to work independently as well as part of a team in a collaborative environment
* Experience in a healthcare setting, along with Microsoft certification and ITIL Foundations, would be a distinct advantage
* Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings
* Understanding of ITSM Service desk Tools and experience of ticket management
* Fluent English and eligible to work in Ireland
About UPMC:
UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We offer a range of benefits, including competitive pay, fully paid maternity and paternity leave, a competitive pension plan, company-funded death in service benefit, critical illness cover, performance and recognition rewards, work-life balance opportunities, and development and career opportunities.