Customer Service - Senior Associate I (Epic Clinical Support)
Infinite Computer Solutions · San Jose
Description du poste
About the role
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. The role covers ticket resolution, system navigation, access management, provider issue resolution and support for upgrades or go-lives.
Key responsibilities
- Respond to service desk tickets for Epic applications, troubleshooting issues related to workflows, printing and system access
- Manage user access requests, password resets and security role assignments
- Identify and resolve routine to complex Epic-related problems, escalating to Tier II or vendor support when necessary
- Participate in system go-lives, upgrades and Technical Dress Rehearsals (TDRs)
- Maintain documentation for all support tickets
Required profile
- Previous Epic clinical service desk support knowledge
- Experience handling hospital providers (physicians and nurses)
- Ready for 24/7 rotational shifts on a weekly or biweekly basis
- Computer science background; 9 to 13 years of experience
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Infinite Computer Solutions
San Jose