IT Clinical Service Support Analyst I

Responsibilities

• Troubleshoot, educate, maintain, and resolve hardware and software issues for Providers and Epic users in a fast-paced Service Desk environment.
• Demonstrate basic written and oral communication skills, including good listening and verbal skills.
• Produce accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Understand healthcare workflows and the unique needs of physicians, nurses, and other hospital staff seeking support.
• Complete required department training with a focus on maintaining patient safety.
• Inform the immediate supervisor of any abnormal circumstances related to job duties in a timely and accurate manner.
• Determine and support customer emergency issues, escalating to the appropriate person or group as needed.
• Apply appropriate customer service and service recovery skills to comply with department standards.
• Learn and support standard system hardware equipment and software applications rapidly.
• Perform testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues and evaluating new application features.
• Gather and analyze information from end users through clarifying questions, workflow understanding, and technical knowledge.
• Assess issues and, if resolution isn’t achieved, consider workarounds and escalate to the appropriate team.
• Perform all tasks within IT and Cybersecurity governance, using elevated administrative rights to safeguard user and patient data.
• Participate in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Requirements

• High School Diploma or GED is required.
• Must obtain and maintain Epic certification(s) within 18 months, including annual educational requirements as specified by the department.
• One year’s experience in a clinical environment, Service Delivery, or related work experience is required.
• Must be service-oriented, proactive, cooperative, and constructive in communication.
• Strong interpersonal and customer service skills.
• Basic understanding of call centers and call tracking systems.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Basic understanding of Information System components, including hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Basic knowledge of medical terminology.
• Ability to travel to system locations to provide Service Desk application support.
• Ability to maintain confidentiality and work as part of a team.

Preferred Qualifications

• A four-year degree in computer science, business administration, biomedical technology, or a related field.
• Epic certification in at least one module.
• Two years’ experience in a clinical environment, Service Delivery, or related work experience.
• Formal training in the following technologies:
  • Desktop applications (MS Office, O365, Edge, Chrome)
  • Active Directory environment (users, printers, computers, groups)
  • Operating Systems (Windows OS, macOS, iOS, Android OS)
  • Basic networking knowledge, including wireless connections
  • Epic EHR
  • Clinical Workflows
  • Service Delivery

Physical Requirements and Working Conditions

• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard and mouse.
• Must be able to wear an over-the-ear headset for extended periods of time.
• Position may require travel, which may result in exposure to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.
• Essential/Critical requirements for emergency event staffing.