Epic Help Desk Technician

About This Role

Provide Epic end-user support for a hospital system merger, focusing on the AMBULATORY module by answering 'how-to' questions and handling escalations. Serve as the primary technical support contact, troubleshooting issues and maintaining knowledge articles.

Responsibilities

• Serve as the first contact for customers, gathering, analyzing, reviewing, categorizing, and overseeing ticket assignments for technical support.
• Perform highest tier of technical support, acting as a bridge between customer needs and technical applications/service providers.
• Serve as a staff expert on technical troubleshooting for difficult customer problems.
• Provide guidance to customers on IT policy and procedures.
• Identify and address complex usability problems, resolving issues through analysis.
• Research questions using available information resources like knowledge bases and past ticket resolutions.
• Assist in maintaining knowledge articles utilized by the TOC.
• Follow up with customers to ensure complete resolution of issues.
• Redirect unresolved issues to the next level of support personnel.
• Identify, evaluate, and escalate situations requiring urgent attention.
• Stay current with system information, changes, and updates.
• Train customers as necessary.
• Manage Incidents and Service Requests via IT Service Management Toolset.
• Work independently or in conjunction with other team members to solve issues with application types or related technologies.

Requirements

• Experience with Epic EMR system
• Experience with Epic AMBULATORY module
• Customer support experience in a help desk environment

Skills

* Required skills