IT Service Desk Analyst - Clinical (1 of 2)

UCSF Health; Brisbane (CA); On-site; USD 83,000 - 142,000; Full time

Job summary

UCSF Brisbane, CA is seeking a mid-level IT Service Desk Clinical Analyst responsible for supporting Epic EMR workflows and providing desktop support to clinicians and staff. The role requires handling complex calls with sound judgment while safeguarding confidential information and adhering to IT policies.

You will balance technical know-how with outstanding customer service, maintain the Knowledge Base, mentor junior staff, and participate in Level II escalations.

Qualifications

• 3+ years of IT support experience.
• Proficient in Windows and Mac in a networked environment.
• Experience supporting mobile devices (iPhone/Android).
• Broad knowledge of enterprise systems and how they relate.
• Excellent verbal and written communication skills.

Responsibilities

• Provide functional workflow support in Epic EMR.
• Provide desktop support to end-users (physicians, nurses, staff).
• Maintain and update Knowledge Base; escalate issues as needed.
• Mentor junior staff and perform Level II escalations.

Skills

IT support

Windows & Mac support

Mobile devices

Enterprise systems

Communication

Education

Bachelor's degree or equivalent

Tools

Epic EMR

ITIL knowledge

Job description

IT Service Desk Analyst - Clinical (1 of 2)

Brisbane, CA, United States

Trending

Job Description

This is a mid-level IT Service Desk Clinical Analyst position with a primary responsibility of providing functional workflow support in Epic EMR and a secondary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature, requiring judgment and problem-solving skills. The incumbent must maintain secure and confidential information while adhering to IT policies and Medical Center regulations.

The ideal candidate will balance technical knowledge and expertise with a high level of customer service, ensuring excellence in all aspects of Service Desk operations. Support will primarily be provided to Medical Center and Campus staff, including physicians, nurses, and administrative teams.

The role includes maintaining the Knowledge Base, resolving or escalating issues appropriately, and communicating technical concepts effectively in both written and oral forms. The candidate will act as a mentor to junior-level staff, performing Level II functions for complex escalations and contributing to team success by meeting service levels. Flexibility with scheduling, including nights, weekends, and on-call rotations, is required.

DEPARTMENT OVERVIEW

As a 24/7 single point of contact for all IT needs, we are here to support UCSF's mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes.

The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat).

We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children's Hospital, Benioff Children's Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work!

Qualifications

REQUIRED QUALIFICATIONS

• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Excellent communication skills in both verbal and written

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent training in a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment
• Experience working in a Service Desk, Help Desk, or Call Center environment
• Preferred Certifications:
  • Microsoft Support
  • Apple Support
  • ITIL Foundations
  • HDI Support Center Agent

About Us

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

• Budgeted Job Salary Range 83,060 - 142,318
• Campus Location 1 Brisbane
• Bargaining Unit TX
• Employee Class Career
• FLSA Status Non-exempt
• Job Code and Payroll Title 007359 | BUS TCHL SUPP ANL 2 TX