Epic Clinical Service Desk – 24/7 Tier 1 Support

HCTec; Brentwood (TN); On-site; USD 52,000 - 78,000; Full time

Job summary

HCTec is seeking a Clinical Service Desk Analyst to provide Tier 1 support for Epic clinical software used by patients, physicians, and hospital staff. The role emphasizes rapid triage, adherence to SLAs, and ITIL-aligned processes in a healthcare IT environment.

The ideal candidate will have Epic clinical experience as an end user or trainer, plus 2+ years in customer service and familiarity with clinical software. Call center experience is a plus.

Qualifications

• 1 year of Epic clinical experience as end user, credentialed trainer, or similar clinical role.
• 2+ years of customer service experience.
• Experience with Epic Clinical software.
• Call center experience is a plus.

Responsibilities

• Provide 24/7/365 Tier 1 clinical support to meet SLAs and follow ITIL processes.
• Triage end user issues and escalate to Tier 2 when needed.
• Follow customer service guidelines per HDI training.
• Use client knowledgebase and procedures to resolve issues.
• Maintain clinical knowledge of client software and related applications.
• Attend professional development training as instructed.
• Maintain reliable attendance and perform other duties as assigned.

Skills

Epic clinical experience

Customer service

Call center experience

Clinical software experience

Education

High School Diploma or GED

2-year healthcare degree preferred

4-year degree preferred (healthcare)

Tools

Epic

Job description

HCTec is seeking a Clinical Service Desk Analyst to provide Tier 1 support for Epic clinical software used by patients, physicians, and hospital staff. The role emphasizes rapid triage, adherence to SLAs, and ITIL-aligned processes in a healthcare IT environment.

The ideal candidate will have Epic clinical experience as an end user or trainer, plus 2+ years in customer service and familiarity with clinical software. Call center experience is a plus.