Clinical Service Desk IT Analyst, Graveyard Shift

Job Description

This is a mid-level Service Desk analyst position with a primary responsibility of providing functional workflow support in Epic EMR and secondary responsibility of providing desktop support to end users. Support calls may be complex and require judgment in problem resolution. The incumbent protects secure and confidential information, follows IT policies and Medical Center regulations, balances technical knowledge with high-level customer service, resolves or escalates calls from Medical Center and Campus staff (primarily physicians and nurses), assists with maintaining the Knowledge Base (KB), communicates technical concepts effectively in both written and oral, and may have advanced technical knowledge and application access to resolve application problems.

The candidate acts as a mentor to junior staff and handles Level II internal escalations while ensuring team service levels are met. Flexibility with scheduling, nights, weekends, and on-call rotations is required.

As a 24/7 single point of contact for all IT needs, we support UCSF’s mission in advancing health worldwide. We enable UCSF staff, faculty, and researchers to heal, teach, care, and discover by providing best‑in‑class IT support. Our IT Service Desk serves a customer base of 40,000 users and handles more than 20,000 contacts per month across multiple inbound channels (phone, web, email, chat).

We provide technical, application, and business support across UCSF Medical Center, UCSF Benioff Children’s Hospital, UCSF Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. With an overall customer satisfaction rating of 95%, we take pride in our work.

• Take inbound customer requests via phone, chat, email, or ticket and work in a remote capacity to resolve issues quickly and efficiently.
• Communicate technical concepts to a non‑technical audience in written and verbal formats with a high degree of customer service.
• Manage identified issues to resolution, perform quality control on solutions for appropriateness and completeness, and record/report support issues via work tickets in Service Now.
• Utilize knowledge of Epic modules to provide workflow/application instructions in both verbal and documented form.
• Provide frontline support for a variety of clinical and business applications, provision and administration of user accounts, and reset passwords in Active Directory.
• Understand the purpose and general function of other enterprise clinical applications.
• Effectively escalate issues to other teams per SOP for the best customer support experience.
• Apply approved IT operational processes in the areas of Incident, Change, Request, and Problem Management.
• Track major incidents and send customer notifications.
• Perform Level II duty assignment as applicable, addressing more complex or time‑consuming technical tasks not suitable for Level I staff.
• Act as a peer mentor to junior level staff.
• Own and maintain knowledge base articles.
• Participate in special projects as assigned.

• Flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support.
• Minimum 1 year of Epic support experience.
• Proficiency in supporting Windows and Mac operating systems in a networked environment.
• Proficiency in supporting mobile devices such as iPhones and Androids.
• Broad knowledge of enterprise systems and their interrelations.
• Problem‑solving skills.
• Excellent communication skills in both verbal and written formats.

• Bachelor’s degree or equivalent training in a related area.
• Working knowledge of ITIL processes such as Change Management, Problem Management, and Incident Management.
• Experience working in an academic health care, healthcare, or university environment.
• Experience working in a Service Desk, Help Desk, or Call Center environment.
• Preferred
  
  Certifications:
• Microsoft Support
• Apple Support
• ITIL Foundations
• HDI Support Center Agent

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate‐level…