OhioHealth · 17 hours ago
Senior IT Epic Service Desk Agent
Columbus, OH
Full-time
Onsite
Mid, Senior Level
3+ years expOhioHealth is more than a health system; they believe in a lifelong partnership for wellness and sickness. The Sr. Epic Support Agent provides advanced technical support for healthcare systems within a call center environment, focusing on resolving complex issues and mentoring junior agents to ensure excellent customer service.
Health Care
Responsibilities
Respond to and resolve escalated technical support requests related to Electronic Health Records (EHR), clinical systems, and healthcare-specific applications
Provide mentorship and training to junior IT call center agents
Ensure all support activities comply with HIPAA and other healthcare regulations
Collaborate with clinical informatics and Level 2 and 3 IT teams to troubleshoot and resolve system-wide issues
Document incidents, resolutions, and contribute to the healthcare IT knowledge base
Monitor call center metrics and assist in optimizing workflows and service delivery
Participate in on-call rotations and support after-hours critical incidents as needed
Is an ambassador for IT and works to develop relationships with campus personnel
Performs regular follow up to all departments and care sites as needed
Attends customer service skills training as provided and coaches other associates on how to provide excellent customer service
Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise
Attend leadership meetings as requested to represent the team
Provides input to the Manager related to technician performance
Qualification
Required
Associate's Degree: Information Technology
3 years of experience in IT Service Desk call center environment or an IT Endpoint support environment is required
Supporting enterprise-level desktop environments and PC repair
Work in a complex Health System IT environment
Self-motivated with the ability to collaborate with a team, to train, and assist with providing excellent customer service while effectively addressing operational issues as they arise
Ability to work in a highly dynamic health care system
Proficiency In Support Of Microsoft Windows OS, Office Suite (Word, Excel, PowerPoint, Access, Publisher)
Remote connectivity tools and imaging software
Hardware including PCs, laptops, mobile devices, printers, scanners, and biometric devices
Experience Or Familiarity With Service management tools (e.g., ServiceNow)
Configuration Management Databases (CMDB)
Incident, problem, change, and release management processes
Understanding of HIPAA and healthcare data privacy standards
Clinical workflows and Electronic Health Record (EHR) systems (e.g., Epic)
Healthcare-specific applications (e.g., Imprivata, Citrix, Epic, Synapse, etc)
Healthcare-specific machinery and tools
Preferred
Familiarity with large-scale IT call centers (supporting 20,000+ users and devices) is highly desirable
ITIL Foundation Certification
Epic certifications highly desired
Company
OhioHealth
The largest integrated healthcare delivery network in central Ohio.
10001+ employees
H1B Sponsorship
OhioHealth has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (70)
2024 (14)
2023 (5)
2022 (1)
2021 (8)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Parkinson's Foundation
2024-10-14Acquired
2023-07-25Grant
Leadership Team
L
Lora Montgomery
Operations Manager, Service Excellence
Yvonne Rayburn
Digital Marketing Manager
Recent News
Seattle TechFlash
2026-01-11
2025-12-10
2025-12-02
Company data provided by crunchbase