Service Desk Specialist I

OrthoCarolina•Charlotte, NC

About The Position

At OrthoCarolina, our team is our greatest asset and the foundation of our success. We are a diverse group of individuals, accountable to each other to uphold the standards of excellence and promote an environment of teamwork throughout the organization. OrthoCarolina has 43 unique care locations with over 1300 professionals who share a common goal to make lives better. Our employees are eligible for a full spectrum of benefits including paid company holidays, wellness programs, and tuition reimbursement. To learn more about Team OC please visit https://www.orthocarolina.com/about-us OrthoCarolina is seeking a qualified professional to join our team as an Service Desk Specialist to join our Information Technology team. The Service Desk Specialist I serves as the first point of contact for OrthoCarolina employees, including Epic Champions and end users, requiring technical assistance. This role is responsible for providing Level 1 phone support and Epic support, delivering exceptional customer service, and ensuring timely escalation of complex issues. The Service Desk Specialist I plays a critical role in maintaining operational efficiency by supporting end-user technology and facilitating effective communication between users and IT support teams. Collaboration with, but not limited to, desktop support specialists, application support team, identity management and clinical/operations support staff.

Requirements

3 to 5 years of Epic experience.
2 to 4 years of Epic trouble shooting preferred
At least (1) year experience supporting end users in a healthcare environment as well as customer service or technical support experience.
Strong customer service and communication skills.
Basic knowledge of Windows operating systems and Microsoft 365 applications.
Ability to troubleshoot common hardware and software issues.
Ability to prioritize multiple tasks in a fast-paced environment.
Ability to work as part of a team and independently.

Responsibilities

Serve as the primary point of contact for all IT-related incidents, service requests, and support inquiries. This includes performing password resets, account unlocks, and basic access-related support in accordance with established security policies.
Triage incoming support calls, maintain Epic Emails, and Healthcare Practitioner help teams chat.
Escalate complex application issues to Epic analysts, application teams, or other support groups as appropriate.
Provide first-level technical support for hardware, software, and application-related issues. Attempt first-contact resolution whenever possible to minimize service interruptions.
Deliver professional, courteous, and customer-focused support to all users.
Managing customer expectations by providing clear and accurate information regarding support activities including confirmation and ticketing numbers.
Epic Support calls, Epic Email, Epic Teams channel support. (Level 1 support)
End-user devices, including desktops, laptops, and authorized peripherals.
Provide Level 1 support for Epic Hyperspace, Haiku, Canto, and related Epic applications.
Troubleshoot Epic login issues, access problems, printing issues, and common user errors.
Assist users with navigation, workflow guidance, and basic functionality within Epic.
Support Epic integrations and related clinical applications as directed.
Provide basic guidance and education to users regarding Epic functionality and workflows.
Assist users in locating available Epic training resources.
Support onboarding activities for new Epic users as assigned.
Reinforce established clinical and operational workflows.