Senior IT Epic Service Desk Agent

OhioHealth•Columbus, OH

About The Position

The Sr. Epic Support Agent provides advanced technical support for healthcare systems and applications within a call center environment, supporting clinical and administrative staff by resolving complex technical issues and mentoring junior agents. This role emphasizes customer-focused end user support and issue resolution, aiming for successful outcomes while minimizing user effort. Sr. Agents assist other call agents and offer onsite guidance to those located across various OhioHealth facilities. They are responsible for training new associates, addressing user escalations and high-priority requests, and participating in organization-wide on-call rotations. Additionally, they ensure compliance with healthcare IT standards such as ITIL and HIPAA and provide performance feedback to Supervisors or Managers. The ideal candidate possesses strong healthcare IT and endpoint support experience, excellent communication skills, and a commitment to patient-centered service.

Requirements

Associate's Degree: Information Technology
3 years of experience in IT Service Desk call center environment or an IT Endpoint support environment is required.
3 years prior experience: Supporting enterprise-level desktop environments and PC repair.
Work in a complex Health System IT environment.
Familiarity with large-scale IT call centers (supporting 20,000+ users and devices) is highly desirable.
ITIL Foundation Certification
Self-motivated with the ability to collaborate with a team, to train, and assist with providing excellent customer service while effectively addressing operational issues as they arise.
Ability to work in a highly dynamic health care system.
Proficiency in support of: Microsoft Windows OS, Office Suite (Word, Excel, PowerPoint, Access, Publisher) Remote connectivity tools and imaging software Hardware including PCs, laptops, mobile devices, printers, scanners, and biometric devices
Understanding of HIPAA and healthcare data privacy standards.

Nice To Haves

Epic certifications highly desired
Experience or familiarity with: Service management tools (e.g., ServiceNow) Configuration Management Databases (CMDB) Incident, problem, change, and release management processes
Clinical workflows and Electronic Health Record (EHR) systems (e.g., Epic)
Healthcare-specific applications (e.g., Imprivata, Citrix, Epic, Synapse, etc).
Healthcare-specific machinery and tools

Responsibilities

Technical Support: Respond to and resolve escalated technical support requests related to Electronic Health Records (EHR), clinical systems, and healthcare-specific applications.
Provide mentorship and training to junior IT call center agents.
Ensure all support activities comply with HIPAA and other healthcare regulations.
Collaborate with clinical informatics and Level 2 and 3 IT teams to troubleshoot and resolve system-wide issues.
Document incidents, resolutions, and contribute to the healthcare IT knowledge base.
Monitor call center metrics and assist in optimizing workflows and service delivery.
Participate in on-call rotations and support after-hours critical incidents as needed.
Customer Service: Is an ambassador for IT and works to develop relationships with campus personnel.
Performs regular follow up to all departments and care sites as needed.
Attends customer service skills training as provided and coaches other associates on how to provide excellent customer service.
Administrative: Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise.
Attend leadership meetings as requested to represent the team.
Provides input to the Manager related to technician performance.