Epic Help Desk

About the role

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Responsibilities

• Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and related root causes to support evaluation of mitigation measures.
• Fulfill software, hardware, and network service requests within agreed timelines, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2 tickets), escalate as needed, and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests as per the priority of incident tickets in adherence with defined guidelines, present changes for approval with rollback plans in change approval meetings, execute approved changes, and document post-implementation outcomes.
• Analyze the nature of incidents to support root cause analysis and related service improvement plans, contributing to the development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

Requirements

• 3-5 years of experience in Desktop Support.

Pay

The expected compensation for this role ranges from $45,000 to $121,000, depending on geographical location, minimum wage obligations, skills, and relevant experience.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.

Note: Employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.