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IT Clinical Service Support Analyst

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Advocate Health Care

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

26.55 - 39.85 USD / Hour
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Job Responsibility:

  • 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

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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