Job Description:
The Information Technology Support Analyst will provide front-line technical support to end users on various technical issues and problems.
The role is primarily based onsite in Aut Even Hospital 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.
* Implementation and support for 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
Requirements:
* 2 years relevant 1st line/technical support experience
* Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office
* Good understanding of PC hardware set-up 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
About Us:
UPMC is a $26 billion healthcare provider and insurer, inventing new models of patient-centred, cost-effective, accountable care.
We are committed to creating an inclusive environment for all employees and provide a total rewards program that is market competitive, fair and provides growth opportunities for all our colleagues.
We celebrate diversity and offer a range of benefits including competitive pay, performance related pay, premium pay where applicable, fully paid maternity and paternity leave, pension plan, death in service benefit, critical illness cover and more.