PC Consultant - Associate

UPMC is seeking a PC Consultant Associate to join its team in an on-site role.

Description
Under the direction of management and more senior members of the team, the PC Consultant Associate will provide day to day support for the UPMC Hamot community end user computing devices. This role may involve diagnosing and resolving computer hardware, application, and data communication problems.


Responsibilities:

• 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.
• Provide second level support for problem requests escalated by the ISD IT Help Desk and coordinates with UPMC personnel and vendors to resolve issues. Report back to the ISD IT Help Desk and end user, regarding problem status until resolved. Document request status and resolution activities, as directed.
• Assist with relocating standard desktop computers and devices within the UPMC end user community, as directed by the Manager of User Support, the PC Support Supervisor, and/or PC Support Consultants.
• 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.
• Follow procedures for documentation of PC Support services to the UPMC end user community. Update all project management and time tracking tools accordingly
• Ability to follow standardized build, deployment, and documentation procedures

Qualifications:

Preferred Skills and Experience:


• Prior Experience providing on-site desktop support in a healthcare, hospital, or regulated environment


• Experience supporting Windows 10/11 workstations, laptops, printers, and peripheral devices, iOS devices.


• Familiarity with Active Directory / Azure AD


• Experience using ticketing system (ServiceNow, Cherwell, or similar)


• Basic understanding of networking connectivity troubleshooting (wired and wireless)


• Experience working in environments requiring HIPAA compliance or data confidentiality


Qualifications


• Familiarity with desktop support and desktop support practices through education or practical experience.


• Must be willing and able to report for work at various UPMC facilities.


• Ability to perform basic/standard IT procedures and protocols.


• Rely on buddy system/coach to demonstrate applied skills and to guide non-routine actions.


• Ability to lift 50 pounds and walk up and down hills, to reach the various end user sites at UPMC.


• Additionally, this position may be required to maintain standby status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the standby period. The frequency varies based upon the number of colleagues in the rotation.


Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran