IT Clinical Service Support Analyst I

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $26 - $39 / hour

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Advocate Aurora Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

💰 $10.2M Grant on 2019-08

Healthcare • Healthcare Insurance

Advocate Aurora Health is a leading healthcare organization that operates across various regions including Central Chicagoland, Central Wisconsin, Greater Milwaukee, and more. With a diverse range of career areas such as advanced practice clinicians, behavioral health, nursing, and more, Advocate Aurora Health is committed to helping people live well. The organization offers numerous benefits and opportunities for career advancement, fostering an environment where individuals can thrive and innovate in the healthcare sector. Advocate Aurora Health prioritizes the safety of its candidates and maintains a robust recruitment process to protect sensitive information.

📋 Description

• Work in a fast-paced Service Desk environment supporting Providers and Epic users • Troubleshoot, educate users, maintain systems, and resolve hardware and software issues • Produce accurate and complete work while meeting Service Desk KPIs • Complete required departmental training focused on patient safety • Inform the immediate supervisor of abnormal circumstances related to job duties • Determine and support customer emergency issues and escalate them appropriately • Apply customer service and service recovery skills according to department standards • Learn and support standard system hardware equipment and software applications • Perform testing in Non-Prod environments for troubleshooting and evaluating new application features and functionality • Gather and analyze information from end users through clarifying questions, workflow understanding, and technical knowledge • Assess issues, provide workarounds when needed, and escalate unresolved issues to appropriate teams • Perform 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 • Travel to system locations to provide Service Desk application support

🎯 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 • 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 hardware, platform, and 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 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 with exposure to road and weather hazards • Essential/Critical requirements for emergency event staffing • 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 desktop applications, Active Directory, operating systems, networking, Epic EHR clinical workflows, and service delivery is preferred

🏖️ Benefits

• Benefits eligible • Premium pay such as shift, on call, and more based on a teammate's position • Incentive pay for select positions • Opportunity for annual increases based on performance • Paid Time Off programs • Medical, dental, vision, life, and Short- and Long-Term Disability benefits • Flexible Spending Accounts for eligible health care and dependent care expenses • Adoption assistance and paid parental leave • Defined contribution retirement plans with employer match • Other financial wellness programs • Educational Assistance Program • Career development programs • Comprehensive suite of Total Rewards benefits and well-being programs