IT Support Analyst - UPMC Kildare 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 Out Reach 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 is functioning 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, Pittsburgh, Pennsylvania-based UPMC is inventing new models of patient-centred, cost-effective, accountable care. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial and technological skills worldwide through its innovation and commercialisation arm, UPMC Enterprises, and through UPMC International. Providing high-quality healthcare in the South East since 2006, UPMC's operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane and UPMC Aut Even Hospital in Kilkenny. Outpatient care at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and UPMC HCC in joint partnership with Bons Secours in Cork, the UPMC Sports Medicine Clinic at SETU Arena, Waterford, TUS Moylish Campus, Limerick, TUS Thurles Campus, Tipperary, and the UPMC Concussion Network. The UPMC Institute for Health is located in Mayo and the Global Technology Operation Centre is based in Kilkenny. UPMC is the Official Healthcare Partner of the GAA and GPA. UPMC, a not-for-profit US academic medical centre, is at the cutting edge of delivery for industry leading IT services that support its mission of delivering life changing medicine and want you to be part of our team. Here you will engage with clinical and business leaders, innovate new solutions, and realise first-hand how your input directly affects our patients, paving the path for the future of healthcare. Located in the heart of Kilkenny's growing tech cluster, the Global Technology Operations Centre team develops solutions for healthcare facilities in Ireland, Italy, and Croatia and innovates for tomorrow for a team of over 2,500 people, across its reach of hospitals, cancer centres, Sports Medicine and outpatient centres. Duties and Responsibilities Duties and Responsibilities The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation) Log and track all calls to the IT Helpdesk on the hospital call logging system Troubleshoot and resolve technical issues where possible User administration (new user accounts / password resets) In-house applications administration, support and troubleshooting Liaise with third party vendors around support issues Monitor daily backup logs and escalate issues Escalate technical issues to Level 2/Level 3/or vendor support where needed Printer troubleshooting and escalation to managed printer supplier Assist with IT project work where required Basic network troubleshooting Vulnerability monitoring and support Take ownership of ongoing technical issues The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. Qualifications & Experience: 2 years relevant 1st line/technical support experience. Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and Good understanding of PC hardware set-up and configuration. Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical users. Strong problem-solving and analytical skills with the ability to think logically and prioritize tasks. Ability to work independently as well as part of a team in a collaborative environment. Experience in a healthcare setting along with Microsoft certification and ITIL Foundations would be a distinct advantage Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings. Understanding of ITSM Service desk Tools and experience of ticket management. Fluent English and eligible to work in Ireland /EU/EEA The rate and pace of change in the health services is such that the post-holder will be required to update their knowledge and skills to fit the changing requirements of the service. Therefore, this job description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. It will be reviewed and updated in line with future needs. Equal Opportunity Statement and Benefits UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues. Compensation - Competitive pay for the work employees do - base pay, performance related pay and premium pay where applicable. Benefits - Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66. Performance and Recognition - Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme. Work-Life Balance - Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments. Development and Career Opportunities - Opportunities for each employee to reach their career goals through continued learning and/or advancement. About UPMC UPMC is a renowned multinational academic medical centre committed to delivering people-focused care that's close to home. Headquartered in Pittsburgh and affiliated with the University of Pittsburgh Schools of the Health Sciences, UPMC shapes the future of health through clinical and technological innovation, research and education. UPMC expands its expertise globally, bringing world-class care across continents through its UPMC International division - an owned and operated network of hospitals and ambulatory care centres in Italy, Ireland and Croatia. UPMC International brings new access to the signature specialty services of UPMC Hillman Cancer Centre, UPMC Sports Medicine and others to more people in more places around the world. In Ireland UPMC has provided high-quality healthcare in the South East since 2006. UPMC's operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane, and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations in Waterford and Cork, UPMC The 4th Practice in Mallow, and across UPMC Sports Medicine Clinics in Dublin, Waterford, Limerick, Tipperary, Cork, and Mayo. UPMC has also established a nationwide Concussion Network. UPMC's Global Technology Operation Centre is based in Kilkenny. Skills: IT System Analyst