Note: The job is a remote job and is open to candidates in USA. UCSF Health is dedicated to advancing health worldwide through innovative IT support. The Clinical Service Desk IT Analyst will provide functional workflow support in Epic EMR and desktop support to end-users, ensuring high-quality customer service and effective problem resolution.
Responsibilities
- Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently. Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service. Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness. Accurately record/report support issues and solutions per encounter via work tickets in Service Now. Working knowledge of Epic module(s) and ability to provide workflow/application instructions, verbally and in documentation. Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory. Conceptually understand purpose and general function of other enterprise Clinical applications. Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience. Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
- Major Incident tracking and customer notifications
- Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I. Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle
- Act as a peer mentor to junior level staff
- Own and maintain knowledge base articles
- Other special projects as assigned
Skills
- This position requires flexibility to orient and work at all UCSF Medical Center locations
- 3+ years of experience in IT support
- Minimum 1 year of Epic support experience
- 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
- Demonstrates problem-solving skills
- Excellent communication skills in both verbal and written
- Bachelor's degree or equivalent training in a related area
- Working knowledge of 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
- Preferred Certifications: Apple Support
- Preferred Certifications: ITIL Foundations
- Preferred Certifications: HDI Support Center Agent
Benefits
- To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
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