PC Consultant - Associate

Under the direction of management and senior team members, the PC Consultant Associate will provide day-to-day support for the UPMC community’s end-user computing devices across the UPMC Horizon region. The horizon region shares a 4-6 week on call rotation with the UPMC Jameson region. This role is responsible for troubleshooting hardware, software, and connectivity issues, supporting technology deployments and relocations, and delivering excellent customer service while maintaining data security and confidentiality.

Responsibilities:

• Actively participate in technical mentorship by intermediate and senior level team members.

• Successfully complete projects, tasks, and initiatives by working collaboratively with team and adapting to change when necessary.

• Provide second level support for problem requests escalated by the IT Help Desk and coordinate with UPMC personnel and vendors to resolve issues. Report back status and resolution activities until resolved.

• Assist with relocating standard desktop computers and devices within the UPMC end user community, as directed. Demonstrate appropriate, clear, concise, and effective written and oral communications.

• 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.

• Follow procedures for documentation of PC Support services and update all project management and time tracking tools accordingly.

• Responsible for continuous learning through training, self-study, training, feedback to stay current with industry and organizational trends.

• 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 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.