Epic EMR IT Service Desk Analyst

Mercy Health System Corporation; United States; On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

FSA/HSA

PTO

Parental Leave

Career growth

Tuition Reimbursement

Certification Reimbursement

Well-being Programs

Employee Discounts

On-Demand Pay

Job summary

Mercyhealth is seeking an IT Help Desk Specialist to provide phone and email support for hardware and software failures, assist users with Epic EMR and enterprise applications, and respond to service requests. You will prioritize incidents, log details, document resolutions, and remotely connect to end-user workstations to troubleshoot issues while maintaining high user satisfaction.

Requirements include an Associate degree in Computer Science or related field; two years of related experience;

Qualifications

• Associates degree in Computer Science or related field required.
• Two years of directly related work experience acceptable in lieu of degree.
• Experience with PCs, printers, networking and Microsoft operating systems required.
• Certification/licensure: Microsoft, A+ or similar preferred.

Responsibilities

• Providing phone and email support to end users for hardware and software failures.
• Assisting end users with using the Epic EMR and other enterprise applications.
• Responding to service requests, including password resets or system access requests.
• Prioritizing incidents based on end-user urgency and organizational impact.
• Escalation of issues within the department as needed.
• Ownership of incidents to ensure timely incident resolution.
• Management of end-user relationships to ensure user satisfaction.
• Accurately logging incident details and documenting resolutions.
• Remotely connect to end user workstations to aid in troubleshooting of issues as needed.
• Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels.
• Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training.
• Occasional travel to other Mercy locations is required.

Skills

PCs & printers

Networking

Microsoft OS

Customer service

End user support

Troubleshooting

Education

Associates degree in Computer Science or related area

Job description

Mercyhealth is seeking an IT Help Desk Specialist to provide phone and email support for hardware and software failures, assist users with Epic EMR and enterprise applications, and respond to service requests. You will prioritize incidents, log details, document resolutions, and remotely connect to end-user workstations to troubleshoot issues while maintaining high user satisfaction.

Requirements include an Associate degree in Computer Science or related field; two years of related experience;