Support Desk Analyst

Impulse Strategic Solutions • Tampa, FL

3d

About The Position

Key Responsibilities 1. Incident & Request Handling Serve as the first point of contact for IT issues via phone, chat, email, or ticketing system. Diagnose and resolve issues related to EHR applications (Epic, Cerner, Meditech), clinical workflows, hardware peripherals, and standard workplace technologies. Escalate complex issues to Tier 2/3 teams following established workflow and severity protocols. Prioritize tickets based on patient -care impact and SLA requirements. 2. Customer Service & Communication Provide professional, empathetic support to clinicians and staff in high -pressure environments. Communicate technical information clearly to non -technical users. Deliver status updates and ensure users understand next steps or resolution timelines. 3. Healthcare Application Support Support clinical applications including Epic modules (Hyperspace, Haiku/Canto, MyChart), PACS/RIS systems, pharmacy systems, and scheduling tools. Assist users with login issues, access provisioning, device setup, and workflow questions related to patient care systems. 4. Technical Troubleshooting Resolve issues related to Windows/macOS, printers, thin clients, VoIP phones, VPN, network access, and end -user devices. Perform basic triage on medical device connectivity, workstation -on -wheels, imaging devices, and telehealth peripherals. Areas of Support: · Account Unlock · Account creation, modification, and/or disablement · Password Reset 5. Documentation & Ticket Quality Document all interactions, troubleshooting steps, and resolution details with high accuracy. Maintain data integrity for ITSM reporting, SLA compliance, and auditing requirements. Identify recurring issues and provide feedback for knowledge -base enhancements. 6. Compliance & Security Follow HIPAA, HITECH, and organizational security policies when handling PHI and user credentials. Ensure access controls, authentication processes, and systems security protocols are followed correctly.

Requirements

• 1–3 years of IT support or service desk experience (healthcare experience preferred).
• Familiarity with Epic, Cerner, Meditech, or other EHR systems.
• Strong troubleshooting skills for hardware, software, networking, and clinical workflows.
• Ability to work in fast -paced clinical environments with urgency and accuracy.
• Excellent communication, customer service, and problem -solving skills.
• Experience with IT service management systems (ServiceNow, Cherwell, Remedy, etc.).

Responsibilities

• Serve as the first point of contact for IT issues via phone, chat, email, or ticketing system.
• Diagnose and resolve issues related to EHR applications (Epic, Cerner, Meditech), clinical workflows, hardware peripherals, and standard workplace technologies.
• Escalate complex issues to Tier 2/3 teams following established workflow and severity protocols.
• Prioritize tickets based on patient -care impact and SLA requirements.
• Provide professional, empathetic support to clinicians and staff in high -pressure environments.
• Communicate technical information clearly to non -technical users.
• Deliver status updates and ensure users understand next steps or resolution timelines.
• Support clinical applications including Epic modules (Hyperspace, Haiku/Canto, MyChart), PACS/RIS systems, pharmacy systems, and scheduling tools.
• Assist users with login issues, access provisioning, device setup, and workflow questions related to patient care systems.
• Resolve issues related to Windows/macOS, printers, thin clients, VoIP phones, VPN, network access, and end -user devices.
• Perform basic triage on medical device connectivity, workstation -on -wheels, imaging devices, and telehealth peripherals.
• Document all interactions, troubleshooting steps, and resolution details with high accuracy.
• Maintain data integrity for ITSM reporting, SLA compliance, and auditing requirements.
• Identify recurring issues and provide feedback for knowledge -base enhancements.
• Follow HIPAA, HITECH, and organizational security policies when handling PHI and user credentials.
• Ensure access controls, authentication processes, and systems security protocols are followed correctly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed