HIT - Epic Help Desk Technician

Epic Help Desk Technician

Our client is looking for an Epic Help Desk Technician for a four 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.