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Epic Help Desk Analyst Jobs in Alabama (NOW HIRING)

Neumo

Help Desk Manager

Birmingham, AL · On-site

Manage all Help Desk activity which includes responding to calls from end-user clients, logging ... Provide post-event reviews and analysis. Maintain a knowledge database of service events and their ...

Summit 7 Systems

Service Desk Analyst

AL · On-site

$40K - $55K/yr

Special preference for service desk/desk-side support. * CompTIA Security+ Certification * Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 ...

CB&S Bank

Service Desk Analyst I

Russellville, AL · On-site

$15.75 - $21.50/hr

The IT service desk analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service ...

CB&S Bank

Service Desk Analyst I

Russellville, AL · On-site

$15.75 - $21.50/hr

The IT service desk analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service ...

Athens State University

Help Desk Technician

Athens, AL · On-site

$17 - $22.75/hr

Manage help desk ticket intake, capturing complete contact information and issue description, and ... Escalate unresolved issues to systems and network staff, with documented analysis of the problem ...

CB&S Bank

Service Desk Analyst I

Russellville, AL · On-site

$15.75 - $21.50/hr

The IT service desk analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service ...

i3

Help Desk Technician

Huntsville, AL

$18.75 - $25.25/hr

Overview i3 is seeking a Help Desk Technician who will ensure that end-users have effortless and ... Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be ...

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Epic Help Desk Analyst information

What is an Epic Help Desk Analyst?

An Epic Help Desk Analyst is a professional who provides technical support and troubleshooting assistance for users of the Epic electronic health record (EHR) system. They help resolve issues related to Epic software applications, answer user questions, and ensure that clinicians and staff can efficiently use the system. Epic Help Desk Analysts may also document problems, escalate complex issues to higher-level support, and participate in training users on Epic functionalities. Their work is essential for maintaining smooth healthcare operations and ensuring patient data is accurately managed.

What are the key skills and qualifications needed to thrive as an Epic Help Desk Analyst?

To thrive as an Epic Help Desk Analyst, you need a solid understanding of healthcare IT systems, troubleshooting skills, and often a bachelor’s degree in information technology or a related field. Familiarity with the Epic EHR platform, relevant Epic certifications, and ticketing systems like ServiceNow are typically required. Strong communication, patience, and problem-solving abilities help analysts effectively support end users and collaborate with technical teams. These skills ensure timely resolution of technical issues, minimize disruptions in patient care, and maintain system reliability.

What are some common challenges Epic Help Desk Analysts face when supporting end users, and how can they effectively address them?

Epic Help Desk Analysts often encounter challenges such as troubleshooting complex system issues, assisting users with varying levels of technical proficiency, and managing high ticket volumes during system upgrades or outages. To address these, analysts benefit from strong communication skills, a thorough understanding of Epic modules, and a proactive approach to problem-solving. Collaborating with clinical staff, IT teams, and super users is essential for resolving issues efficiently and ensuring user satisfaction. Continuous learning and staying updated on Epic enhancements can also help analysts provide effective support.

What is the difference between Epic Help Desk Analyst vs Epic Support Specialist?

AspectEpic Help Desk AnalystEpic Support Specialist
CertificationsEpic certifications, ITILEpic certifications, ITIL
Work EnvironmentHelp desk, support teams, healthcare ITSupport teams, healthcare IT, client-facing roles
Employer & IndustryHospitals, healthcare organizations using EpicHospitals, healthcare organizations using Epic
Primary FocusTroubleshooting user issues, ticket resolutionProviding technical support, system troubleshooting

The Epic Help Desk Analyst primarily handles user issues and ticket resolution within healthcare IT environments, focusing on troubleshooting and support. The Epic Support Specialist often provides more in-depth technical support and may work directly with Epic system configurations. Both roles require Epic certifications and serve healthcare organizations using Epic systems, but their day-to-day responsibilities differ slightly in scope and focus.

What are popular job titles related to Epic Help Desk Analyst jobs in Alabama?

For Epic Help Desk Analyst jobs in Alabama, the most frequently searched job titles are:

What job categories do people searching Epic Help Desk Analyst jobs in Alabama look for?

The top searched job categories for Epic Help Desk Analyst jobs in Alabama are:

What cities in Alabama are hiring for Epic Help Desk Analyst jobs?

Cities in Alabama with the most Epic Help Desk Analyst job openings:

Epic Help Desk Analyst jobs near you

Help Desk Manager

Neumo

Birmingham, AL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 9 days ago

Job description

Job Summary:

Supports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets.  Maintains communication with customers through outages and service activity.  

Duties and Responsibilities:

  • Manage all Help Desk activity which includes responding to calls from end-user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.
  • Routing the tickets to the appropriate technical resource and maintaining communication with the customers and internal resources throughout the lifecycle of the service event.  
  • Reporting on metrics such as ASA,  Average Time to Respond,  Mean Time to Repair.
  • Manage escalations to managers and technical staff as necessary.  
  • Provide post-event reviews and analysis.  Maintain a knowledge database of service events and their respective solutions for future reference.  
  • Daily performance, staffing, and coaching for Tier 1 & Tier 2
  • Real-time management, coaching interventions, and workload balancing
  • First point of escalation for Tier 1 & Tier 2 agents
  • Partnering with BU SME on complex issues
  • Driving adherence to quality and process standards
  • Drives changes into their teams (improvements in process, systems; introduces new products and customer installations)
  • Performs agent observations, coaching, and interventions (Real-time for immediate impact; Weekly for trends)
  • Administratively oversees team, including attendance, schedule adherence
  • Perform other duties as assigned

Education and Experience:

  • Experience with contact center / help desk is required
  • Experience with tax and business license environment is desired
  • 5-10 Years of experience in Help Desk management is required.

Knowledge, Skills and Abilities:

  • Knowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud)
  • Ability to maintain professional and courteous communication with end-user customers

Work Environment:

  • Requires quiet, uninterrupted ability to speak on calls with clients and internal support teams. 

Physical Demands:

  • Must be able to remain in a stationary position for most of the day
  • Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
  • This position needs to occasionally move about inside the office
  • The person in this position frequently communicates via telephone

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.


Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.