Onsite Epic EMR IT Support Desk Analyst

Mercyhealth; Janesville (WI); Hybride; USD 30 000 - 47 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision

Life & Disability Insurance

Paid time off

Résumé du poste

Mercyhealth seeks a Service Desk Analyst to provide end-user support onsite in Janesville, WI. You will handle hardware and software issues, support Epic EMR and enterprise apps, log tickets, and assist with password resets and access requests.

The role emphasizes strong customer service, incident ownership, and documentation for the knowledge base. Some travel to other Mercy locations may be required, and a relevant IT degree or experience is preferred.

Qualifications

• Associates degree in Computer Science or related area required.
• Two years of directly related work experience will be considered in lieu of degree.
• Experience with PCs, printers, networking and Microsoft operating systems required.
• Strong skills troubleshooting software and hardware problems beneficial.
• Previous customer service or contact center experience preferred.
• Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.

Responsabilités

• Provide phone and email support to end users for hardware and software failures.
• Assist end users with using the Epic EMR and other enterprise applications.
• Respond to service requests, including password resets or system access requests.
• Prioritize incidents based on end-user urgency and organizational impact.
• Escalate issues within the department as needed and own incidents to ensure timely resolution.
• Manage end-user relationships to ensure user satisfaction and document resolutions.

Connaissances

Multi-tasking

Prioritization

Customer service

Troubleshooting hardware

Troubleshooting software

Formation

Associate degree in Computer Science or related area

Two years of related work experience in lieu of degree

Outils

Microsoft operating systems

PCs and printers

Networking

Description du poste

Mercyhealth seeks a Service Desk Analyst to provide end-user support onsite in Janesville, WI. You will handle hardware and software issues, support Epic EMR and enterprise apps, log tickets, and assist with password resets and access requests.

The role emphasizes strong customer service, incident ownership, and documentation for the knowledge base. Some travel to other Mercy locations may be required, and a relevant IT degree or experience is preferred.