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Epic Help Desk Analyst Jobs in Michigan (NOW HIRING)

TEKsystems

Epic RTE/Prelude Analyst

Detroit, MI · Remote

$70 - $85/hr

Epic Prelude / Real-Time Eligibility (RTE) Analyst Location: Remote Duration: Through End of 2026 ... We help clients activate ideas and solutions to take advantage of a new world of opportunity. We ...

Artech Information System LLC

Desk side Support

Detroit, MI

$19.75 - $26.75/hr

... Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients ... Desk side Support Representative Distributed Client Services Location: DETROIT,MI-48243 Duration: 1 ...

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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

Team Lead / Support Lead IT Managed Services Help Desk

Stafford Gray

Detroit, MI • On-site

Full-time

Re-posted 3 days ago

Key responsibilities

  • Oversee daily operations of the onsite Help Desk, desktop support, and system operations staff to ensure high-quality service delivery.

  • Manage incident intake, triage, escalation, resolution, and closure, acting as the primary escalation point for Level 1 and Level 2 issues.

  • Monitor and report on service performance metrics, support continuous improvement initiatives, and ensure accurate documentation within the ITSM platform.

Job description

The Team Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment. This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards. Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform. The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.

Responsibilities

Operational Leadership
Lead and supervise onsite Help Desk, desktop support, and system operations staff. Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods. Serve as the primary operational contact between WCAA Technology Services and managed service staff.

Service Delivery and Escalation Management
Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure. Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement. Ensure strict adherence to SLAs, priority definitions, and response and resolution targets.

ITSM and ServiceNow Management
Ensure all incidents and service requests are accurately documented and tracked in ServiceNow. Maintain workflows, request forms, knowledge base articles, and Tier 0 and Level 1 support scripts. Ensure consistent data quality to support reporting, audits, and service reviews.

Quality, Metrics, and Continuous Improvement
Monitor and manage service performance metrics including First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Satisfaction. Conduct ticket reviews, call monitoring, and quality audits. Support root cause analysis and continuous improvement initiatives to reduce repeat issues and improve service outcomes.

Training and Workforce Development
Support onboarding, training, and mentoring of new team members. Ensure staff maintain required technical certifications and customer service standards. Identify performance gaps and partner with management to implement improvement or corrective action plans.

Reporting and Stakeholder Coordination
Provide regular operational reporting on service performance, staffing, risks, and issues. Participate in biweekly service reviews and monthly management meetings. Coordinate daily terminal walks and system monitoring activities as required.

Requirements

Required Qualifications & Experience
  • 7–10 years of experience in IT support or Service Desk operations, including demonstrated leadership or supervisory responsibilities
  • Proven experience leading Help Desk or technical support teams in a campus-style, multisite, or enterprise environment
  • Experience supporting 24x7x365 operations, including shift coverage, holidays, and high-availability environments
Technical Requirements
  • Strong hands-on experience with:
    • Windows operating systems
    • Microsoft Office 365
    • Desktop administration and endpoint support
  • Working experience with ServiceNow or similar ITSM platforms
  • Solid understanding of ITIL-aligned processes, including:
    • Incident Management
    • Problem Management
    • Change Management
Leadership & Operational Skills
  • Ability to ensure full staffing coverage and manage schedules to meet SLA and operational requirements
  • Strong escalation management and decision-making skills
  • Excellent customer service, communication, and stakeholder coordination abilities
  • Experience acting as a primary point of contact between technical teams and business stakeholders
Preferred Qualifications
  • Relevant technical certifications such as:
    • CompTIA A+
    • Network+
    • Microsoft certifications
    • or equivalent industry credentials