IT Clinical Service Support Analyst I

Aurora Health Care; Allenton (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Aurora Health Care is seeking a Service Desk professional to provide rapid hardware and software support for providers and Epic users in a busy clinical environment.

You will rely on clear communication, active listening, and disciplined problem‑solving to diagnose issues, document actions, and meet KPI targets while safeguarding patient safety. The role emphasizes teamwork and service excellence in a fast-paced hospital setting. Flexibility to travel within system locations may be required.

Qualifications

• Clinical environment or service delivery experience required.
• Ability to learn fast and support medical software.
• Must obtain Epic certification within 18 months.

Responsibilities

• Troubleshoot hardware and software for providers and Epic users in a fast-paced service desk.
• Communicate clearly, listen actively, and meet service KPIs.
• Understand healthcare workflows and support physicians, nurses, staff.
• Complete required department training focused on patient safety.
• Escalate issues to appropriate teams as needed.
• Support end-user testing in development environments.

Skills

Interpersonal skills

Customer service

Multitasking / priorities

Analytical thinking

Problem solving

Communication skills

Team player

Confidentiality awareness

Education

High School Diploma or GED

Bachelors degree preferred

Tools

Epic EHR

Active Directory

MS Office / O365

Windows / macOS / iOS / Android OS

Call tracking systems

Job description

Major Responsibilities

• While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users.
• Demonstrates basic written and oral communication skills, including good listening and verbal skills.
• Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support.
• Completes required training outlined by the department with a specific focus on maintaining patient safety.
• Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed.
• Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace.
• Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality.
• Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge. Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs.
• Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Minimum Job Requirements

Education

High School Diploma or GED is required.

Certification / Registration / License

Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department.

Work Experience

• One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required.
• Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively.

Knowledge / Skills / Abilities

• Strong interpersonal and customer service skills.
• Basic understanding of call centers and call tracking systems.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving.
• Basic knowledge of medical terminology.
• Ability to travel to system locations to provide Service Desk application support.
• Ability to maintain confidentiality and work as a team.

Physical Requirements And Working Conditions

• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard and mouse.
• Must be able to wear an over the ear headset for extended periods of time.
• Position may require travel which may result in exposure to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.
• Essential/Critical requirements for emergency event staffing.

Preferred Job Requirements

Education

A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred.

Certification / Registration / License

Epic certification in at least one module is preferred.

Experience

Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred.

Knowledge / Skills / Abilities

• Formal training in a variety of information systems technologies is preferred:
• Desktop applications (MS Office, O365, Edge, Chrome)
• Knowledge of Active Directory environment (users, printers, computers, groups)
• Operating Systems (Windows OS, macOS, iOS, Android OS)
• Basic networking knowledge including wireless connections
• Epic EHR
• Clinical Workflows
• Service Delivery