IT Support Analyst - UPMC Whitfield
Location: UPMC Whitfield Hospital
Job type: Fixed Term
Overview of role
UPMC Whitfield Hospital is recruiting an IT Support Analyst for a 24‑month fixed‑term contract. The role delivers front‑line technical support to end users across a range of technical issues and problems. The position is based mainly onsite at Whitfield Hospital, with some support required in offices at Cleaboy and other Cork sites. The incumbent is responsible for responding to, documenting, and resolving service tickets in a timely manner, working 39 hours per week Monday to Friday with out‑of‑hours on‑call support by rotation to ensure 24/7 network availability.
Primary Duties and Responsibilities
* The implementation and support for information security directives as mandated by UPMC policy and EU GDPR.
* 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 escalations.
* 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.
Qualifications & Experience
* 2 years relevant 1st line/technical support experience.
* Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and a 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 prioritise 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.
Equal Opportunity Statement and Benefits
UPMC is an equal‑opportunity employer committed to creating an inclusive environment for all employees.
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 age 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 supported to accommodate external family commitments.
Development and Career Opportunities
Opportunities for each employee to reach their career goals through continued learning and/or advancement.
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