UPMC is looking for Help Desk Associates to join their team. These positions are fully remote and will consist of four 10 hour shifts with the following schedules. Wed–Sat 6a–4p Sun–Wed 7a–5p Wed–Sat 7a–5p Must be open to all shifts. Description Under the direction of management and more senior members of the team, the Help Desk Support Analyst - Associate will provide day to day support remotely by telephone and chat, for the UPMC end user. The work shifts are based on a 7/24/365 schedule. Responsibilities: - Communication: 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. - Securing UPMC Data/Information: Protect the integrity and confidentiality of all data and information through physical and electronic measures. - Call/Chat Quality Evaluation Acknowledgement/Feedback Application: Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback. - Troubleshooting: Has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket. - System Interruption Response and Handling: Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption. - Meeting Participation: Attend meetings on time, ask questions and apply feedback - Time Management: Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters. - Scorecard Expectations: Typically achieves expected baseline scores. - Disaster Recovery Adherence: Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby. - Answering Support Calls/Answer Support ChatsProvide customer service support to any or all customers via calls/chats. - Ticket Quality: Document and manage end user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team. - Technical Skills/Problem Solving: Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution. - Self/Team Development: 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. 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 senior team members for development and effectively incorporates feedback into work and behaviors. Qualifications - Familiarity with modern technology and best support practices through education or practical experience. - Prior customer service experience required. - Excellent interpersonal, written and communication skills required. - Ability to work in a fast-paced environment. Licensure, Certifications, and Clearances: A+, N+, Security+, HDI, ITIL, or other technical certifications preferred. Act 34 UPMC is an Equal Opportunity Employer/Disability/Veteran

• Provide remote support to patients, guiding them throughout the entire treatment journey to ensure adherence, engagement, and the best possible experience within the scope of the program • Conduct continuous follow-up with patients, facilitating treatment journey steps according to the program scope and the care script established by Novartis • Perform outbound and inbound patient contacts, ensuring appropriate reporting of adverse events to the Pharmacovigilance team in accordance with current procedures • Conduct remote nursing consultations (via web), when necessary, following pre-validated procedures • Establish contact with physicians, sales consultants, and other healthcare professionals to optimize and expedite steps in the patient journey • Ensure correct identification, recording, and reporting of adverse events and other reportable situations to the Pharmacovigilance team, in compliance with current procedures • Properly document all interactions and actions in the systems used by the program, ensuring traceability of information • Prepare operational and analytical reports related to activities performed • Support management by generating insights, presenting results, and flagging risks or areas of concern, contributing to the continuous improvement of the program • Conduct continuous follow-up with patients, facilitating treatment journey steps according to the program scope and the care script established by Novartis

• Provide remote support to patients, guiding them throughout the entire treatment journey to ensure adherence, engagement and the best possible experience within the scope of the program. • Perform continuous follow-up of oncology patients, ensuring efficient navigation along the treatment journey in accordance with protocols and program guidelines established by Novartis. • Conduct outbound and inbound contacts, offering qualified reception, care guidance and support for therapeutic adherence. • Deliver remote nursing consultations (via web) according to validated protocols, ensuring quality of care and patient safety. • Ensure proper identification, documentation and reporting of adverse events to the Pharmacovigilance department, in compliance with regulatory requirements and current procedures. • Work collaboratively with physicians, sales consultants and other healthcare professionals to align and optimize steps in the patient journey. • Ensure complete and traceable recording of all interactions and contacts in the program systems, maintaining data integrity. • Prepare and analyze operational reports to support monitoring of program indicators and performance. • Support management by generating strategic insights, presenting results and identifying risks and improvement opportunities. • Provide ongoing patient follow-up to ensure the appropriate progression of the treatment journey according to the program scope and the care pathway established by Novartis. • Critically assess cases and refer to the Oncology Nurse based on complexity level, promoting organized care flow and efficient care management.

• Responsible for the creation and maintenance of Integrated Master Schedules (IMS) compliant with government and corporate requirements, demonstrating required cost and schedule integration • Assist with planning and cost estimation activities, performing analysis and preparing reports to ensure programs meet or exceed scheduled commitments • Includes preparation of internal weekly and monthly program schedule review packages, as well as compliant external contractual data requirements list (CDRL) submittals • Participate in the preparation of schedules for all contract work, performing critical path analysis, schedule risk analysis, variance analysis, and other forms of in-depth, actionable schedule-related analysis • Incorporate contractual and programmatic changes into the Integrated Master Schedule (IMS) to maintain realistic, current contract schedule baselines