IT Clinical Service Support Analyst Associate

Advocate Aurora Health•Milwaukee, WI

36d•$26 - $39

About The Position

While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users. Demonstrates basic written and oral communication skills, including good listening and verbal skills. Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI). Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support. Completes required training outlined by the department with a specific focus on maintaining patient safety. Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed. Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace. Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality. Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs. Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Requirements

High School Diploma or GED is required.
Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department.
One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required.
Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively.
Strong interpersonal and customer service skills.
Basic understanding of call centers and call tracking systems.
Strong technical aptitude with the ability to learn quickly and support software applications.
Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
Ability to manage multiple priorities in a dynamic work environment.
Analytical and problem-solving.
Basic knowledge of medical terminology.
Ability to travel to system locations to provide Service Desk application support.
Ability to maintain confidentiality and work as a team.
Must be able to sit for extended periods of time.
Must be able to perform fine hand manipulation when using a keyboard and mouse.
Must be able to wear an over the ear headset for extended periods of time.
Position may require travel which may result in exposure to road and weather hazards.
Exposed to a normal office environment.
Operates all equipment necessary to perform the job.
Essential/Critical requirements for emergency event staffing.

Nice To Haves

A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred.
Epic certification in at least one module is preferred.
Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred.
Formal training in a variety of information systems technologies is preferred: Desktop applications (MS Office, O365, Edge, Chrome) Knowledge of Active Directory environment (users, printers, computers, groups) Operating Systems (Windows OS, macOS, iOS, Android OS) Basic networking knowledge including wireless connections Epic EHR Clinical Workflows Service Delivery

Responsibilities

knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users
Demonstrates basic written and oral communication skills, including good listening and verbal skills.
Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).
Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support.
Completes required training outlined by the department with a specific focus on maintaining patient safety.
Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed.
Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace.
Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality.
Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs.
Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Benefits

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance