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While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users
Demonstrates basic written and oral communication skills, including good listening and verbal skills
Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI)
Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support
Completes required training outlined by the department with a specific focus on maintaining patient safety
Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed
Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace
Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality
Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs
Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team
Requirements:
High School Diploma or GED is required
Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department
One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required
Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively
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 the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
Ability to manage multiple priorities in a dynamic work environment
Analytical and problem-solving
Basic knowledge of medical terminology
Ability to travel to system locations to provide Service Desk application support
Ability to maintain confidentiality and work as a team
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
Nice to have:
A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred
Epic certification in at least one module is preferred
Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred
Formal training in a variety of information systems technologies is preferred: Desktop applications (MS Office, O365, Edge, Chrome)
Knowledge of 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
What we offer:
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance