ITClinicalServiceSupportAnalystAssociate

**Department:** 12268 Enterprise Corporate - Clinical Service Desk **Status:** Full time **Benefits Eligible:** Yes **Hou****rs Per Week:** 40 **Schedule Details/Additional Information:** M-F, 8am -5pm, rotating weekends and holidays. **Pay Range** $26.55 - $39.85 Major Responsibilities * While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users. * Demonstrates basic written and oral communication skills, including good listening and verbal skills. * Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI). * Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support. * Completes required training outlined by the department with a specific focus on maintaining patient safety. * Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed. * Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace. * Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality. * Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs. * Performs all tasks within IT and Cybersecurity governance, though use of elev