Clinical Service Desk IT Analyst, Graveyard Shift

Responsibilities

• Take inbound customer requests via phone, chat, email, or ticket.
• Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory.
• Conceptually understand purpose and general function of other enterprise Clinical applications.
• Efficaciously escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.
• Major Incident tracking and customer notifications.
• Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I.
• Act as a peer mentor to junior level staff.
• Own and maintain knowledge base articles.
• Other special projects as assigned.

  Qualifications

  • 3+ years of experience in IT support.
  • Minimum 1 year of Epic support experience.
  • Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
  • Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
  • Broad knowledge of enterprise systems and how they related to one another.
  • Conceptual understanding of purpose and general function of other enterprise Clinical applications.
  • Excellent communication skills in both verbal and written.
  • Bachelor’s degree or equivalent training in a related area.
  • Working knowledge of ITIL processes such as Change Management, Problem management, and Incident Management.
  • Experience working in an academic health care, healthcare, or university environment.
  • Experience working in a Service Desk, Help Desk, or Call Center environment.
  • Preferred certifications: Microsoft Support, Apple Support, ITIL Foundations, HDI Support Center Agent.