Intermediate, PC Consultant

The Office of Academic Computing supports the researchers in the Department of Psychiatry at both UPMC and the University of Pittsburgh. We design and build customized research applications for data collection, manage, and securely store research data, and provide end-user computing support for researchers in the department. The Intermediate, PC Consultant will provide IT support services for departmental researchers, including endpoint device support, application troubleshooting, provide researchers with hardware recommendations, etc. Our PC support team supports computers that are on both the UPMC and the University of Pittsburgh network. They will also help manage computer inventory for the department.

Responsibilities:

• 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.

• Ability to manage time, tickets, and workload under the direction of leadership

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Manage small projects with guidance of leadership and senior team members.

• Typically has 2+ years of desktop support and desktop support practices.

• Experience supporting Microsoft Windows and Office applications.

• Experience working in an enterprise network environment including GPO, SCCM, Intune, Active Directory is preferred.

• Experience with remote support tools such as GoToAssist, Teamviewer, etc. is preferred.

• Mac OS experience is preferred.

• Experience with hardware troubleshooting is preferred.

• 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.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran