Hirecrap · 12 hours ago
Service Desk Agent
United States
Full-time
Remote
Mid, Senior Level
3+ years expOhioHealth is a nationally recognized, not-for-profit healthcare system dedicated to providing exceptional patient care and innovative health services. The Senior Epic Support Agent plays a critical role in delivering advanced technical assistance for healthcare systems and applications, resolving complex technical issues, and mentoring junior support staff to ensure minimal disruption to clinical workflows.
Information Technology & Services
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 to enhance team capabilities
Ensure all support activities adhere to HIPAA and other healthcare regulations to maintain data security and privacy
Collaborate with clinical informatics and Level 2 and 3 IT teams to troubleshoot and resolve complex system issues
Document incidents, resolutions, and contribute to the healthcare IT knowledge base to facilitate ongoing learning and process improvement
Monitor call center metrics, identify areas for workflow optimization, and assist in enhancing service delivery
Participate in on-call rotations and provide after-hours support for critical incidents as needed
Act as an ambassador for IT support, fostering strong relationships with clinical and administrative personnel across OhioHealth facilities
Perform regular follow-ups with departments and care sites to ensure issues are resolved satisfactorily
Attend customer service training sessions and coach colleagues on delivering excellent support experiences
Participate in team meetings to promote communication and collaboration within the support team and across the organization
Attend leadership meetings as requested, providing insights and feedback on technical support operations
Contribute to performance evaluations and provide input to supervisors regarding team member development
Qualification
Required
Associate's Degree in Information Technology or a related field
At least three years of experience working in an IT Service Desk call center environment or in endpoint support within a healthcare setting
Extensive experience supporting enterprise-level desktop environments
Experience with PC repairs
Experience with healthcare-specific applications such as Epic, Imprivata, Citrix, and Synapse
Comprehensive understanding of healthcare data privacy standards
Understanding of incident management processes
Understanding of clinical workflows
Preferred
ITIL Foundation certification
Epic certifications
Familiarity with large-scale IT support environments supporting over 20,000 users and devices
Benefits
Competitive health, dental, and vision insurance plans
Retirement savings options
Paid time off
Wellness programs
Training and development opportunities
Certifications and workshops
Tuition reimbursement
Employee assistance programs
Recognition initiatives
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase