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Epic Help Desk Analyst Jobs in Michigan (NOW HIRING)

Infojini Inc

Service Desk Analyst

Pontiac, MI · On-site

$20.25 - $27.75/hr

Resource will not work on service desk but be assigned to a particular customer team for ... analysis to determine short and long term solutions. Participates in the implementation ...

Edward Rose & Sons

Help Desk Technician

Bloomfield, MI · On-site

$19 - $25.75/hr

The Help Desk Technician provides first-level troubleshooting and technical support on Edward Rose ... Gather and analyze information about customer issues and determine the best way to resolve and ...

TEKsystems

Help Desk Support

Southfield, MI · On-site

$29/hr

Description Their help desk supports several thousand internal users, hundreds of applications from microsoft to proprietary. Users can expect to take anywhere from 10-30 calls a day. They use ...

TEKsystems

Service Desk Analyst

Grand Rapids, MI · On-site

$55K - $70K/yr

We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across ...

TEKsystems

Service Desk Analyst

Grand Rapids, MI · On-site

$55K - $70K/yr

We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across ...

Y-Tech, LLC

Help Desk Manager

Battle Creek, MI · On-site

$80 - $100/hr

... analysis and comprehensive escalation procedures that maintain operational continuity. Strong ... Manages helpdesk operations. * Relevant certification from a nationally recognized technical ...

Ask IT consulting

Help Desk Technician

Allegan, MI · On-site

$17.50 - $23.75/hr

Services include performing the duties of a Telephony Analyst and Billing Data Entry Clerk for multiple NTS services. Candidates must be able to professionally work with clients while diagnosing ...

Wightman

IT Help Desk Technician

Kalamazoo, MI · On-site

IT Help Desk Technician Position Purpose: At Wightman, we rely on our IT systems to help us create ... We have a dynamic team of over 200 professionals that work to analyze, advise, design, and deliver ...

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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.

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Epic Help Desk Analyst jobs near you

Service Desk - IT Healthcare (Nights)

HTC Global Services

Troy, MI • On-site

$19.50 - $26.50/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Key responsibilities

  • Receive incoming calls from healthcare staff and patients, provide first level support, and document each call with troubleshooting steps.

  • Research, resolve, and respond to clinical and technical questions via various communication channels, escalating issues when necessary.

  • Contribute to the Clinical Knowledge Base and support clinical workflows within EMR systems to ensure timely resolution of user issues.

Job description

Service Desk Analyst
Job Description
The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, employing high degree of customer service, clinical knowledge within acute and post-acute environments.
Refer to clinical issue resolution knowledgebase that will drive efficiencies in patient care and follow through with clinicians on the reported issues.
Candidate will be scheduled for one weekend shift per week.
Responsibilities:
  • Receive incoming calls from client community, provide first level support, document each call verifying customer information and all troubleshooting steps
  • Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels. Callbacks in a timely manner and escalate problems to appropriate individual/group
  • Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Routinely contribute to Clinical Knowledge Base
  • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
  • Acquire and maintain current knowledge of relevant Clinical and technical product offerings and support policies to provide technically accurate solutions to customers
  • Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special Clinical product-related issues as needed
  • Learning and gaining experience in clinical workflows within leading EMR systems such Epic, Cerner, Meditech, Allscripts, etc.
  • Supporting clinicians from the Admit to Discharge of a patient and leveraging that hands-on experience and knowledge for career advancement beyond internship.
  • Working directly with physician and nurses to address/troubleshoot technical problems impacting patient care

Knowledge, Skills, and Abilities (KSAs):
  • Basic typing skills
  • Knowledge of Citrix and VPN
  • Demonstrate experience in troubleshooting printer, web browser, local and web based software issues, and basic network issue assessment and troubleshooting
  • Utilize an ITSM to document incidents and requests
  • Strong listening, verbal, and written communication skills
  • A strong sense of urgency and the ability to multi-task effectively with attention to details
  • Positive attitude to learn EMR applications for level 1 support and its workflow
  • Well-developed organizational, communications and time management skills
  • A strong business maturity and professionalism is essential
  • Ability to troubleshoot, analyze and resolve customer concerns
  • High technical aptitude and strong PC literacy skills including function and capabilities
  • Ability to work independently as well as part of a team and function well under pressure

Education and Experience:
  • Ideal candidate has interest in the clinical, medical space equivalent with a driven personality with desire to learn, strong communication and customer service skills
  • Minimum of a HS diploma
  • Minimum of 18 months experience working in a Service Desk Analyst role preferred
  • Previous experience working in a nursing or medical/Pharmacy field a plus
  • Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc.) is preferred
  • HDI Support Center Analyst Certification is a plus

What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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