Help Desk Support - Epic Go-Live

• Answer incoming help desk calls and provide first-level technical support.
• Accurately document calls and service requests in the Incident Management application, including detailed problem descriptions and current customer contact information.
• Analyze, prioritize, and triage incidents based on their nature, urgency, and importance.
• Resolve basic technical issues remotely when possible and answer frequently asked questions.
• Provide ticket numbers and route unresolved incidents to the appropriate IT support staff or external vendors.
• Track incidents through resolution, escalate according to established procedures, follow up with support staff, confirm customer satisfaction, and close tickets.
• Monitor the help desk email queue, voicemail, and self-service requests according to departmental policies.
• Update and maintain the knowledge base as needed.
• Monitor applications, systems, interfaces, networks, and computer room equipment for errors or potential issues.
• Maintain the IT asset management database according to departmental policies.
• Assist with evaluating, testing, and implementing desktop hardware and software changes, upgrades, and standards.
• Perform occasional field support, including basic equipment troubleshooting, printer error resolution, and connecting or disconnecting hardware.
• Recommend and participate in improvements to IT policies, procedures, protocols, and PC standards.
• Promote superior customer service and maintain effective communication with users, IT staff, and vendors.

Works under the supervision of the Business Operations Manager to provide first-level IT support to computer users throughout the organization. Responds to incoming help desk calls, documents and triages incidents, resolves issues when possible, and routes unresolved issues to the appropriate technical support staff or vendors.

The role also supports computer operations, system availability, and data integrity while monitoring business-critical applications, systems, interfaces, networks, and computer room equipment. This is a phone-intensive position requiring strong customer service, technical aptitude, problem-solving, and communication skills., * Strong customer service, technical, analytical, and organizational skills.

• Excellent verbal and written communication skills.
• Ability to troubleshoot user-reported issues and direct incidents to appropriate technical resources.
• Ability to prioritize and manage multiple tasks under pressure while maintaining speed, accuracy, and professionalism.
• Demonstrated empathy, active listening, resourcefulness, optimism, and cultural competency.
• Willingness to learn new technologies and collaborate with team members.
• Understanding of the complexities and challenges of the healthcare environment.
• Commitment to service excellence and customer satisfaction.

Required Education

Must meet one of the following:

• Associate’s degree in Computer Science.
• Four (4) years of equivalent work experience.