HIT - Epic Help Desk Technician

Our client•Rancho Cordova, CA

12d•Onsite

About The Position

Our client is looking for an Epic Help Desk Technician for a 4-month contract in Rancho Cordova, CA, starting in mid-June 2025. Our client is helping another hospital system merge with their Epic platform and needs support answering tickets from both hospital entities regarding Epic-specific issues. Support will be most specifically using the AMBULATORY module. You will be answering "how to" questions or working on escalations within the modules. This is specifically end-user support; there will be no building or configurations.

Requirements

Experience with the AMBULATORY module of Epic.
Ability to answer "how to" questions and work on escalations within Epic modules.
Experience providing end-user support.
Experience gathering, analyzing, reviewing, and categorizing tickets.
Experience performing technical support.
Experience bridging customer needs with technical applications.
Experience troubleshooting difficult customer problems.
Experience providing guidance on IT policy and procedures.
Experience identifying and addressing usability problems.
Experience researching questions using knowledge bases, Intranet, Internet, or past ticket resolutions.
Experience maintaining knowledge articles.
Experience following up with customers to ensure issue resolution.
Experience redirecting unresolved issues.
Experience identifying, evaluating, and escalating urgent situations.
Experience staying current with system information, changes, and updates.
Experience managing Incidents and Service Requests via IT Service Management Toolset.
Ability to work independently or in conjunction with other team members.

Nice To Haves

Experience with hospital system mergers.
Experience supporting users from multiple hospital entities.

Responsibilities

Serve as the first contact with customers, gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support of users, ensuring referral to appropriate level of services.
Performs highest tier of technical support.
Provides bridge between customer needs and highly technical applications and application groups, other technology service providers and third-party vendors.
Serves as staff expert on technical troubleshooting for the most difficult customer problems.
Provides guidance to customers on IT policy and procedures.
Identifies and addresses complex usability problems, through a short period of analysis, resolves issues.
Research questions using available information resources, such as knowledge bases, Intranet, Internet, or past ticket resolutions.
Assist in the maintaining of knowledge articles utilized by the TOC.
Follow up with customers to ensure complete resolution of issues.
Redirect unresolved issues to the next level of support personnel.
Identify, evaluate, and escalate situations requiring urgent attention.
Stay current with system information, changes, and updates.
Train customers as necessary.
Manage Incidents and Service Request via IT Service Management Toolset working priorities.
Work independently or in conjunction with other team members to solve issues with all application types or related technologies issues.