HIT - Epic Help Desk Technician
Kaav Inc.
Our client is looking for an Epic Help Desk Technician for a 4 month contract in Rancho Cordova, CA starting in mid-June 2025
Our client is helping another hospital system merge with their Epic platform and needs support answering tickets from both hospital entities regarding Epic-specific issues.Support will be most specifically using the AMBULATORY module. You will be answering "how to" questions or working on escalations within the modules. This is specifically end-user support, there will be no building or configurations.
Duties:
- Serve as the first contact with customers gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support of users ensuring referral to appropriate level of services.
- Performs highest tier of technical support.
- Provides bridge between customer needs and highly technical applications and application groups, other technology service providers and third-party vendors.
- Serves as staff expert on technical troubleshooting for the most difficult customer problems.
- Provides guidance to customers on IT policy and procedures.
- Identifies and addresses complex usability problems, through a short period of analysis, resolves issues.
- Research questions using available information resources, such as knowledge bases, Intranet, Internet, or past ticket resolutions.
- Assist in the maintaining of knowledge articles utilized by the TOC
- Follow up with customers to ensure complete resolution of issues
- Redirect unresolved issues to the next level of support personnel
- Identify, evaluate, and escalate situations requiring urgent attention
- Stay current with system information, changes, and updates
- Train customers as necessary
- Manage Incidents and Service Request via IT Service Management Toolset working priorities.
- Work independently or in conjunction with other team members to solve issues with all application types or related technologies issues.
Background Check : No
Drug Screen : No
Vacancy posted 3 days ago
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