EPIC SERVICE DESK ANALYST, FCH - EPIC SERVICE DESK
About The Position
This position is responsible for supporting end-users who are having any problem with Froedtert Health’s Epic System. The Epic Service Desk has the responsibility to take calls timely & professionally, troubleshoot across 50+ Epic modules, create detailed tickets, strive for first contact resolution, triage tickets when appropriate to correct IT teams, actively engage & use resources across IT teams, and manage ticket queues assigned/unassigned. The Epic Service Desk also assists the IT Service Desk in overflow calls for basic troubleshooting, warm transfers, and ticket creation. Work with Epic Service Desk leadership for role specific responsibilities & accountabilities. Participates in on-call rotations & support.
Requirements
- A minimum of 3 years of relevant Epic Service Desk customer service experience is required.
- This experience should include multiple Epic modules troubleshooting and support.
- Knowledge of computer/network principles at a level normally acquired through completion of an Associate degree in a relevant technology field or acquired through a combination of education and experience is required.
Nice To Haves
- Highly efficient across Epic modules, preferred.
- Experience with healthcare business processes and associated applications/software is preferred.
- Epic knowledge/experience is preferred.
Responsibilities
- take calls timely & professionally
- troubleshoot across 50+ Epic modules
- create detailed tickets
- strive for first contact resolution
- triage tickets when appropriate to correct IT teams
- actively engage & use resources across IT teams
- manage ticket queues assigned/unassigned
- assists the IT Service Desk in overflow calls for basic troubleshooting, warm transfers, and ticket creation
- Work with Epic Service Desk leadership for role specific responsibilities & accountabilities
- Participates in on-call rotations & support
Benefits
- Paid time off
- Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
- Academic Partnership with the Medical College of Wisconsin
- Referral bonuses
- Retirement plan - 403b
- Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
- Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
