Epic IT Support Analyst – Clinical Service Desk Associate

Advocate Health; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Job summary

Advocate Health is seeking a Service Desk professional to support Epic users in a fast-paced environment. You will troubleshoot hardware and software, communicate effectively, and contribute to patient safety through careful IT support.

The role requires understanding clinical workflows and collaborating with clinicians and IT teams. The ideal candidate has experience in a clinical setting, strong customer service skills, and a willingness to travel to system locations as needed.

Qualifications

• High School Diploma or GED required.
• Epic certification within 18 months and annual education requirements.
• One year of clinical/service delivery experience required.
• Service-oriented, proactive communicator and team player.

Responsibilities

• Provide hardware/software troubleshooting for Providers and Epic users.
• Communicate clearly and listen actively with customers.
• Meet Service Desk KPIs with accurate and complete work.
• Understand healthcare workflows for physicians, nurses, staff.
• Complete required training focused on patient safety.
• Escalate abnormal issues to the appropriate group promptly.
• Troubleshoot in Dev/Test environments and test new features.
• Gather information from users and determine workarounds when needed.
• Work within IT governance and coordinate with Clinical Informatics.

Skills

Interpersonal skills

Customer service

Call center basics

Call tracking systems

Technical aptitude

Software support

Info system basics

Hardware knowledge

Teamwork

Confidentiality

Education

High School Diploma or GED

Four-year degree preferred

Job description

Advocate Health is seeking a Service Desk professional to support Epic users in a fast-paced environment. You will troubleshoot hardware and software, communicate effectively, and contribute to patient safety through careful IT support.

The role requires understanding clinical workflows and collaborating with clinicians and IT teams. The ideal candidate has experience in a clinical setting, strong customer service skills, and a willingness to travel to system locations as needed.