HIT - IS - Clinical Service Desk Support Analyst (Epic Certified)

HIT - IS - Clinical Service Desk Support Analyst (Epic Certified)

03 Nov 2023
Virginia, Fallschurch, 22042 Fallschurch USA

HIT - IS - Clinical Service Desk Support Analyst (Epic Certified)

job summary:

Our Nothern Virginia Healthcare Client is seeking a clinical service desk analyst for a long-term contract opportunity to provide 24x7 remote support. .

location: Falls Church, Virginia

job type: Contract

salary: $33.65 - 33.66 per hour

work hours: 8am to 5pm

education: Associates



Level 3 Analyst Role: Epic/Physician Support line

Under general supervision provide daily intermediate to expert level Tier 1 application support

specific to clinical applications such as Epic, Dragon, Soft, Fuji Synapse PACS, and others as

necessary. Supports application usage as a primary point of contact between clinical care

team members and application users who interact with patients on a regular basis and the IS

team. Also provides support of other technical support issues using standard SOPs. Provides

real-time support to physicians, nurses and other care givers. Accurately gathers details of

reported Epic or clinician related technology incidents or requests and works to either restore

service by providing education to support users or to triage to resolution. Escalates to the

appropriate Information Services (IS) resource as needed in accordance with established

support process. Identifies learning needs and escalates to application owners to develop

educational and reference materials for the Clinical Application Support Analysts at the Inova

Service Desk.


? Answers and responds to inbound calls, emails, escalations or chats using

documented procedures, available tools and supplied script(s) to assess customer

technical support needs and handle/route accordingly to the satisfaction of the


? Communicate courteously and effectively with empathy to ensure customer and

service level standards are successfully met.

? Uses judgment and timeliness in responding to and resolving each issue or complaint

to the customers' satisfaction following Standard Operating Procedures (SOPs).

? Resolution includes but is not limited to the following: Identify, research, and resolve

Enterprise issues.

? Documents work in the ITSM tracking tool and utilizes the Knowledge base for

troubleshooting and when appropriate, dispatch following Standard Operating

Procedures (SOPs).

? Requires accurate documentation, tracking, and monitoring the problem to ensure a

timely resolution following Standard Operating Procedures (SOPs).

? Performs proper urgency/impact assessment on incidents following SOPs and

escalates callers to appropriate support teams/individuals/Leadership based on event

to ensure customer's issues are resolved quickly.

? Provides feedback on current Knowledge articles, and suggestions for new articles to

knowledge article owners (SMEs), in order to resolve issues as quickly as possible at

Tier 1 based upon Knowledge Centered Support (KCS).

? Updates Aging Tickets (incidents and requests) in individual agent queue at least

every 48 hours to ensure customer issues are not forgotten and either resolved or

escalated to appropriate support teams for resolution.


Experience in training and/or support of end-user employees. Experience in providing

technical support. Knowledge of customer service practices and procedures. Excellent

communication skills. Experience troubleshooting problems with end-user devices or

applications to include Windows XP/7+ and other end-user devices such as printers, scanners, and desktop applications or knowledge of clinical applications such as Epic, Care

Fusion or CICU. Background or experience working in the healthcare industry/hospitals.

Minimum Required:

- A minimum of 4 years of IT related Service Desk/Help Desk experience in a high call

volume Call Center required.

2 years of healthcare IT related experience.


5 years of related professional experience with EPIC build, trainer or support positions.

- Experience with ServiceNow or similar ITSM tool required.


- 6 years of related experience.


- Minimum Required: Associates Degree, preferably in Information Technology.

and the following knowledge:

1) Fundamental Level 1 knowledge of troubleshooting, resetting, reinstalling of the Citrix

Receiver on mobile and laptop devices.

2) Fundamental Level 1 knowledge of RSA token file generation and implementation for

implementation on physician's device.

3) Fundamental Level 1 knowledge of Active Roles and related password reset and account


4) Fundamental Level 1 knowledge of all Epic modules to provide assistance to clinicians and

other EPIC users.

5) Fundamental Level 1 knowledge of Nuance Dragon profile troubleshooting to include

specifically Nuance profile update and PowerMic mobile.

6) Fundamental Level 1 knowledge of McKesson OneContent and specifically troubleshooting

EPIC hyperlink launch.


  • Experience level: Experienced
  • Minimum 4 years of experience
  • Education: Associates

  • EPIC
  • Dragon
  • Care Fusion
  • CICU
  • Soft
  • Fuji Synapse
  • PACS
  • Desktop Support

  • Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

    At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

    Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

    For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

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