IT Support Analyst Role Overview
The IT Support Analyst will provide front-line technical support to end users, troubleshooting various technical issues and problems. The role is primarily based onsite in Aut Even Hospital with some support required in offices at McDonagh Junction and Hebron Road.
Main Responsibilities:
* Implement and support information security directives as mandated by UPMC policy and EU GDPR.
* Log and track 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.
* Educate others and escalate technical issues to Level 2/Level 3/or vendor support when necessary.
* Printer troubleshooting and escalation to managed printer supplier.
* Assist with IT project work where required.
* Basic network troubleshooting.
* Vulnerability monitoring and support.
Required Qualifications & Experience:
* Two years of relevant 1st line/technical support experience.
* Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office, and 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 eligibility to work in Ireland.
About UPMC:
UPMC is a $26 billion healthcare provider and insurer, inventing new models of patient-centred, cost-effective, accountable care. With operations in Ireland including UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, and UPMC Aut Even Hospital in Kilkenny, we offer high-quality healthcare in the South East since 2006. We are the Official Healthcare Partner of the GAA and GPA.