Description

PeaceHealth is seeking a Service Desk Analyst for a Per Diem/Relief, 0.0001 FTE, Variable position. The general salary range for this job opening at PeaceHealth is $27.47 – $41.21. The actual hiring rate is dependent upon several factors, including but not limited to, the job/position responsibilities, location, terms of the applicable collective bargaining agreement, education, training, work experience, seniority, work performance, etc.

Provides first level support for technology issues for all caregivers including physicians and clinicians. Provides support for technology service issues and including support of the Epic electronic health record application, printing, computer, and telephone technology issues. Provides timely resolution of technology support issues or is able to escalate issues on behalf of caregivers to appropriate technical support personnel. Assists with documenting new processes and updating existing processes which includes working with other departmental teams on process improvement initiatives and gaining understanding of workflows.

Position Details

• Serves as first point of contact for the PeaceHealth caregivers and external customers who use PeaceHealth networks or our Epic application and require technical support or troubleshooting. Provides support and resolution or escalation for basic end user issues on any aspect of use of information systems including computer hardware, operating systems, applications and network.
• Conducts initial assessment, triage, research, and resolution of basic incidents and service requests regarding the use of application software products and/or infrastructure components via phone, email and on-line submissions, to ensure that all pertinent information is obtained to facilitate resolution.
• Logs detailed descriptions of service request, incidents and problems in ticketing system and resolves, or when necessary, assigns tickets to other technical teams as needed.
• Provides virtual desktop type technical function support and troubleshooting services to end-users who need assistance with their computer hardware or software.
• Collaborates with other members of the PeaceHealth technical support teams to facilitate troubleshooting and ensure a quality customer service experience. Monitors changes in upgrades of technologies and applications including Epic.
• Monitors service desk activities during assigned shift to identify real-time trends and problems and ensure appropriate responses.
• Creates knowledge articles and documentation related to service desk responsibilities and support to maintain updated shared service desk resource documentation.
• Performs other duties as assigned.

What you bring:

• High School Diploma Required.
• Associate's or Bachelor's Degree in Computer Science preferred.
• Minimum of 2 years experience providing information technology support or the equivalent combination of education and experience required.
• Clinical healthcare experience required.
• IT Customer Service experience preferred.
• EPIC Certification in one or more specified clinical area required.

Skills

• Experience or exposure to clinical healthcare or healthcare IT, utilizing or supporting Epic electronic health records applications preferred. Strong interpersonal and customer support skills including a clear speaking voice with excellent diction and tone. (Required)
• Strong organization skills and ability to prioritize work to complete tasks in a timely manner. (Required)
• Skilled in core Microsoft Office suite of products. Expertise in the use of spreadsheets and data extraction. (Required)
• Knowledge of medical terminology; ability to analyze and interpret clinical documentation. (Required)
• Experience working with issue management and tracking systems and related service desk management and monitoring tools. (Required)
• Experience supporting computer hardware, software, printers, telephony devices, networking, etc. Ability to work as a team member or independently as needed. (Required)
• Strong analytical and problem solving skills, with the ability to make decisions and maintain a positive influence in potentially high stress situations. (Required)
• Ability to develop documentation at a technical and user level. (Required)

Working Conditions

Lifting

• Consistently operates computer and other office equipment.

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Sedentary work.

Environmental Conditions

• Predominantly operates in an office environment.

Mental/Visual

• Ability to communicate and exchange accurate information.

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

PeaceHealth is committed to the overall wellbeing of our caregivers. The benefits included in positions less than 0.5 FTE are 403b retirement plan for caregiver contributions; wellness benefits, discount program, and expanded EAP and mental health program.

See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.

For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.

PeaceHealth requires a completed Primary Vaccine Series (e.g., 2 dose monovalent Pfizer, Moderna or Novavax series or 1 dose J&J vaccine series) or be Up to Date (receiving the most recent Pfizer/Moderna bivalent vaccine/booster) for COVID-19 vaccination prior to their start date. PeaceHealth has a medical and religious exemption request process for those that are unable to receive the COVID-19 primary vaccine series due to medical/religious reasons. For caregivers that will be working in Oregon there is a personal vaccine exemption form that may be requested.