Clinical Service Desk IT Analyst, Graveyard Shift
About The Position
This is a mid-level Service Desk analyst position with a primary responsibility of providing functional workflow support in Epic EMR with secondary responsibility in providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. He or she will work to resolve or appropriately escalate calls from Medical Center and Campus staff, primarily physicians and nurses, and assist with maintaining the Knowledge Base (KB). The candidate must also communicate technical concepts effectively in both written and oral. He or she may have advanced technical knowledge as well as application access to resolve application problems. The candidate will act as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.
Requirements
- Familiarity with specific IT policies and Medical Center regulations.
- Ability to balance technical knowledge and skill with a high level of customer service objectives.
- Ability to communicate technical concepts effectively in both written and oral.
- Advanced technical knowledge and application access to resolve application problems.
- Must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.
Nice To Haves
- Mid-level Service Desk analyst experience.
- Experience providing functional workflow support in Epic EMR.
- Experience providing desktop support to end-users.
- Experience resolving complex support calls requiring judgment.
Responsibilities
- Provide functional workflow support in Epic EMR.
- Provide desktop support to end-users.
- Resolve or appropriately escalate calls from Medical Center and Campus staff, primarily physicians and nurses.
- Assist with maintaining the Knowledge Base (KB).
- Communicate technical concepts effectively in both written and oral.
- Act as a mentor to junior level staff.
- Handle more complex internal escalations in a Level II capacity.
- Take an ownership role in helping to ensure that team service levels are met.
Benefits
- Total compensation information available at https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
