About this role
Job title: Clinical Service Desk IT Analyst, Graveyard Shift
About the Role This is a mid-level Service Desk Analyst position with primary responsibility for providing functional workflow support in Epic EMR and secondary desktop support to end-users. The role requires balancing technical knowledge with customer service to resolve or escalate complex calls from Medical Center and Campus staff, primarily physicians and nurses, while maintaining secure and confidential information and adhering to IT policies and Medical Center regulations.
What You'll Do
- Provide functional workflow support in Epic EMR and secondary desktop support to end-users
- Resolve or appropriately escalate complex support calls
- Maintain the Knowledge Base (KB) and communicate technical concepts effectively in written and spoken form
- Ensure compliance with IT policies and Medical Center regulations
- Mentor junior staff and function in a Level II capacity when needed
What We're Looking For
- Mid-level Service Desk analyst with experience supporting Epic EMR and desktop issues
- Strong customer service orientation and ability to balance technical skills with user support
- Ability to handle complex calls and exercise judgment in problem resolution
- Familiarity with IT policies, security, and confidentiality requirements in a medical center environment
- Effective communication skills (written and oral), with ability to convey technical concepts
Nice to Have
- Advanced technical knowledge and application access to resolve application problems
- Experience mentoring junior staff or leading a small team
- Experience working with healthcare professionals (physicians and nurses) in a service desk context