Location: UPMC Kildare Hospital
Job type: Permanent
Overview Of Role
The Information Technology Support Analyst will provide front-line primary technical support to end users on various technical issues and problems. The role is primarily based onsite in KLD with some support required in offices in UPMC AEH Kilkenny and Carlow Outreach Centre. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. Our IT Support Analyst team work 39 hours per week Monday to Friday and provide out-of-hours on-call support by rotation to ensure that our hospital network functions 24/7.
Primary Duties And Responsibilities
Do you want to change the face of healthcare? UPMC’s Global Technology Operations Centre (GTOC) is enabling the next generation of healthcare delivery solutions for our patients around the world.
UPMC is a $26 billion healthcare provider and insurer, based in Pittsburgh, Pennsylvania. UPMC is innovating new models of patient-centred, cost-effective, and accountable care. Working closely with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial, and technological expertise globally through UPMC Enterprises and UPMC International.
Providing high-quality healthcare in the South East since 2006, UPMC’s operations in Ireland include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane, and UPMC Aut Even Hospital in Kilkenny. Additional outpatient and specialist services are available at various locations across Ireland.
UPMC, a not-for-profit US academic medical centre, is at the forefront of delivering industry-leading IT services that support its mission of advancing medicine. Here you will engage with clinical and business leaders, innovate new solutions, and see how your contributions directly impact patient care. Located in Kilkenny’s growing tech hub, the Global Technology Operations Centre develops healthcare solutions for Ireland, Italy, and Croatia, supporting a team of over 2,500 staff across multiple healthcare facilities.
Duties And Responsibilities
* Implement and support information security directives per UPMC policy and EU GDPR.
* Log and track all calls to the IT Helpdesk.
* Troubleshoot and resolve technical issues.
* User account management, including new accounts and password resets.
* Support and troubleshoot in-house applications.
* Coordinate with third-party vendors for support issues.
* Monitor backup logs and escalate issues as needed.
* Escalate complex issues to higher support levels or vendors.
* Assist with IT project work.
* Perform basic network troubleshooting.
* Support vulnerability monitoring and management.
* Own ongoing technical issues to resolution.
The above duties are not exhaustive, and the post holder may be required to perform other duties as assigned to contribute to the development of the role.
Qualifications & Experience
* At least 2 years of relevant 1st line/technical support experience.
* Good knowledge of Microsoft systems, particularly Windows 10/XP, MS Office, and PC hardware.
* Excellent customer service and communication skills, capable of explaining technical issues to non-technical users.
* Strong problem-solving, analytical, and prioritization skills.
* Ability to work independently and in a team environment.
* Experience in healthcare settings, Microsoft certifications, and ITIL Foundations are advantageous.
* Familiarity with network protocols and troubleshooting connectivity issues.
* Understanding of ITSM tools and ticket management.
* Fluent English and eligible to work in Ireland/EU/EEA.
The role requires continuous learning to adapt to changing healthcare needs. The job description is subject to review and updates in line with organizational needs.
Equal Opportunity Statement And Benefits
UPMC is an equal opportunity employer committed to diversity and inclusion. We offer a competitive total rewards package, including:
* Market-competitive pay, including performance and premium pay where applicable.
* Paid maternity and paternity leave, pension plans, and death in service benefits.
* Critical illness cover.
* Recognition programs and performance rewards.
* Flexible working arrangements and generous annual leave.
* Opportunities for career development and advancement.
About UPMC
UPMC is a leading multinational academic medical centre based in Pittsburgh, affiliated with the University of Pittsburgh. It is dedicated to clinical excellence, innovation, research, and education, expanding its healthcare expertise globally through UPMC International, which includes operations in Ireland, Italy, and Croatia. In Ireland, UPMC has been delivering high-quality healthcare since 2006 across multiple hospitals and outpatient facilities, with the Global Technology Operations Centre based in Kilkenny.
#J-18808-Ljbffr