Highmark Health Sr IT Infrastructure Analyst in Pittsburgh, Pennsylvania



Takes a lead role and is responsible for the physical delivery and ongoing support of more complex products/services, applications, network systems and overall solutions. Takes a lead role in performing more complex tasks including, but not limited to, systems software upgrades, workstation setups and server configurations. Takes a lead role in maintaining software and hardware inventories. Takes a lead role in providing operational support and analysis for the organizations information systems and peripheral equipment, such as servers, desktops, printers and storage devices. Takes a lead role in performing more complex recovery procedures, scheduling and backups, and monitors batch processes. May mentor less experienced team members.


  1. Takes a lead role in performing more complex operational support of IT Infrastructure technology including, but not limited to, network, security, messaging, storage, voice, etc.

  2. Takes a lead role in performing more complex analyses and resolution of problems to restore normal IT Infrastructure operational levels.

  3. Takes a lead role in completing more complex project tasks to enable the on time, within budget and scope delivery of IT Infrastructure projects.

  4. Takes a lead role to assure compliance to required standards, procedures, guidelines and processes.

  5. Other duties as assigned or requested.


Education, Licenses/Certifications, and Experience


  • High School Diploma or equivalent required

  • 3-5 years of experience in Information Technology


  • Proficiency with Contact Center in a SIP enabled contact center.

  • Experience using maintenance tools and software loads to determine and correct equipment failures.

  • Ability to develop and present forecasting for call volume and staffing projections, analyze call volume and call handling trends to identify seasonal and other potential impacts and monitor real time call volume within operations.

  • Recognize process and/or organizational inefficiencies and provide possible solutions to call center management.

  • Outgoing personality that fosters effective one-on-one communication with call center users and advocacy of call center services with the goal of increasing call center use.

  • Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)

  • Excellent communication skills and interpersonal skills.

  • Ability to express ideas in clear and concise manner.

  • Ability to problem-solve and to think tactically and identify significant success factors.

  • Able to handle multiple tasks.


Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity