Service Desk Specialist

Service Desk Specialist

Ortho Carolina is seeking a qualified professional to join our team as a Service Desk Specialist to join our Information Technology team.

The Service Desk Specialist I serves as the first point of contact for Ortho Carolina employees, including Epic Champions and end users, requiring technical assistance. This role is responsible for providing Level 1 phone support and Epic support, delivering exceptional customer service, and ensuring timely escalation of complex issues. The Service Desk Specialist I plays a critical role in maintaining operational efficiency by supporting end-user technology and facilitating effective communication between users and IT support teams.

Collaboration with, but not limited to, desktop support specialists, application support team, identity management and clinical/operations support staff.

Essential Functions:

• Serve as the primary point of contact for all IT-related incidents, service requests, and support inquiries. This includes performing password resets, account unlocks, and basic access-related support in accordance with established security policies.
• Triage incoming support calls, maintain Epic Emails, and Healthcare Practitioner help teams chat.
• Escalate complex application issues to Epic analysts, application teams, or other support groups as appropriate.
• Provide first-level technical support for hardware, software, and application-related issues.
• Attempt first-contact resolution whenever possible to minimize service interruptions.
• Deliver professional, courteous, and customer-focused support to all users.
• Managing customer expectations by providing clear and accurate information regarding support activities including confirmation and ticketing numbers.
• Epic Support calls, Epic Email, Epic Teams channel support. (Level 1 support)
• End-user devices, including desktops, laptops, and authorized peripherals.
• Provide Level 1 support for Epic Hyperspace, Haiku, Canto, and related Epic applications.
• Troubleshoot Epic login issues, access problems, printing issues, and common user errors.
• Assist users with navigation, workflow guidance, and basic functionality within Epic.
• Support Epic integrations and related clinical applications as directed.
• Provide basic guidance and education to users regarding Epic functionality and workflows.
• Assist users in locating available Epic training resources.
• Support onboarding activities for new Epic users as assigned.
• Reinforce established clinical and operational workflows.

Skills and Abilities:

Qualifications:

• Associate degree in Information Technology, Computer Science, or related field preferred.

Experience

Required:

• 3 to 5 years of Epic experience.
• 2 to 4 years of Epic trouble shooting preferred
• At least (1) year experience supporting end users in a healthcare environment as well as customer service or technical support experience.

Preferred

Skills:

• Strong customer service and communication skills.
• Basic knowledge of Windows operating systems and Microsoft 365 applications.
• Ability to troubleshoot common hardware and software issues.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Ability to work as part of a team and independently.