Epic Service Desk Agent and Manager

Epic Service Desk Agent

Seeking Epic Service Desk Agents specializing in experience with assisting and supporting end users with Epic application issues for long-term engagement. All positions 100% remote.

Responsibilities:

• Answer and manage calls from end-users
• Provide daily Tier 1 support to end users on a variety of application issues, escalating to support teams as necessary
• Identify, research, and resolve Epic application issues
• Respond to end-user questions or issues regarding clinical aspects of Epic applications, such as workflow issues, application errors, user access, etc.
• Receive, analyze, and process support requests submitted by end users, like master files and category list modifications, smart lists, text, note support, etc.
• Understand client's latest configurations and changes to Epic modules
• Document, track, and monitor problems to ensure timely resolution

Qualifications:

• Credentialed in one or more Epic applications
• Prior experience supporting a hospital, health system or care network is required
• 2 years’ experience in an Epic end-user support role, service desk or experience using Epic in a clinical setting for 5+ years
• Prior experience working tickets and day-to-day help desk functions preferred
• Must have strong customer service skills and the ability to troubleshoot and solve problems
• Requires excellent written and oral communication skills
• Excellent Multitasking Skills Required
• Quiet Home Office Environment
• High Speed Internet Required