DESCRIPTION

Under the direction of management and more senior members of the team, the PC Consultant - Intermediate will provide day to day support for the UPMC community end user computing devices. This support could include hardware, application, and data communications troubleshooting. The PC Consultant - Intermediate will work on projects and initiatives related to creating efficiencies and enhancing end-user experience.

QUALIFICATIONS

• Typically has 2+ years of desktop support and desktop support practices.
• Preferred, Associate degree or equivalent work experience,
• Must be willing and able to report for work at various UPMC facilities.
• Ability to perform standard/advanced IT procedures and protocols.
• 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 a stand by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
• Healthcare IT experience preferred.
• Self Motivator, works well independently.
• Microsoft certifications preferred
• SCCM, Azure, intunes, ServiceNow experience
• Net+ A+ certification

• Actively participate in technical mentorship by senior level team members.
• Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
• 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 Senior PC Support Consultants.
• Provide second level support for problem requests escalated by the ISD Help Desk and coordinates with UPMC personnel and vendors to resolve issues. Report back to the ISD Help Desk and end user, regarding problem status until resolved. Document request status and resolution activities, as directed.
• Draws on IT knowledge, previous experience, and other resources to independently resolve issues.
• Follow procedures for documentation of PC Support services to the UPMC end user community. Update all project management and time tracking tools accordingly.
• Manage small projects with guidance of leadership and senior team members.
• Ability to manage time, tickets, and workload under the direction of leadership.
• 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.
• 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. Mentors less experienced staff.
• 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 management for development and effectively incorporates feedback into work and behaviors. Performs in accordance with system-wide competencies/behaviors. Performs other duties as assigned.