Customer Service - Associate I

An Epic Clinical Service Desk Analyst provides 24/7 technical support, troubleshooting, and issue resolution for Electronic Health Record (EHR) users, including clinicians and staff.

Key responsibilities

involve resolving user tickets, assisting with system navigation, access management, Providers Issue resolution and supporting upgrades or go-lives.

Key Responsibilities

Respond to service desk tickets for Epic applications, troubleshooting issues related to workflows, printing, and system access. Account Provisioning: Manage user access requests, password resets, and security role assignments. Incident Resolution: Identify and resolve routine to complex Epic-related problems, escalating to Tier II or vendor support when necessary.

System Upgrades: Participate in system go-lives, upgrades, and Technical Dress Rehearsals (TDRs). Documentation: Maintain documentation for all support tickets, ensuring clear communication and accurate record-keeping. Skill Requirements: Have previous EPIC clinical SD support knowledge with experience of handling hospital providers (Physicians & Nurses).

Should be ready for 24/7 rotational shifts (Weekly/Biweekly)