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IT Help Desk Specialist (Epic EMR Support)
Position Summary
The IT Help Desk Specialist serves as the first point of contact for staff seeking technical assistance with technology systems and applications, including enterprise clinical systems such as the Epic Electronic Medical Record (EMR). This role provides frontline technical support both in person and over the phone, ensuring timely resolution of issues, accurate documentation, and excellent customer service. The position reports to the Department Manager and supports users in a fast-paced healthcare environment.
Primary Responsibilities
Maintain a visible presence at the Help Desk and be readily available to assist users.
Respond to phone calls, walk in requests, and remote support inquiries in a timely and professional manner.
Provide first level technical support for Epic EMR, including login issues, access problems, printing, and basic workflow related questions.
Accurately prioritize, document, and manage support requests within the ticketing system.
Create, categorize, route, and track incidents and service requests, including Epic related issues, ensuring proper escalation to application or clinical systems teams as appropriate.
Enforce IT/IS computer system, security, and acceptable use policies, including compliance with HIPAA and healthcare data privacy standards.
Provide end-user training on system access, printing, acceptable use policies, and basic system functionality, including Epic navigation at a foundational level.
Develop and maintain basic training materials and documentation for routine procedures.
Stay current on Help Desk resources, technology updates, known issues, and Epic related support processes.
Resolve documented and single step requests (e.g., password resets, account access issues).
Ensure proper incident resolution, closure, and follow up communication with end users.
Maintain professional discipline and decorum within Help Desk and technology office areas.
Perform other duties as assigned by the IT Manager.
Secondary Responsibilities
Learn and support fundamental operations of commonly used software, hardware, and peripheral equipment.
Assist with Epic related onboarding tasks, including account provisioning support and role-based access troubleshooting.
Utilize Epic and internal IT knowledge bases to resolve common issues efficiently.
Install, maintain, and repair hardware, software, and peripheral equipment as needed.
Troubleshoot issues using documented procedures and established escalation paths.
Qualifications
General Requirements
Exceptional verbal and written communication skills.
Strong customer service orientation with a friendly, professional demeanor.
Ability to multitask, prioritize, and adapt in a fast paced, high volume support environment.
Ability to work effectively both independently and as part of a team.
Strong attention to detail, initiative, and problem-solving skills.
Ability to remain professional and patient when supporting clinicians and staff in time sensitive situations.
Strong working knowledge of Windows operating systems and Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
Basic troubleshooting experience in corporate PC environments, including printers and TCP/IP networking.
Additional Requirements
Experience providing end-user technical support for Epic Electronic Medical Record (EMR) systems in a healthcare setting.
Familiarity with supporting clinical and administrative users, including providers, nursing staff, and operational teams.
Ability to provide technical support over the phone with excellent phone etiquette.
Strong analytical, deductive reasoning, and organizational skills.
Creative problem-solving mindset and proactive approach to customer support.
Ability to communicate effectively with both technical and nontechnical users.
Education & Experience
Associate degree in a technical field or equivalent experience preferred.
Corporate level Help Desk experience preferred.
Minimum of three (3) years of customer service and end-user technical support experience.
Knowledge of computer hardware and software concepts.
Strong workstation and basic network troubleshooting skills.
Epic EMR end-user support experience strongly preferred.
Web development experience is a plus.