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
responsibilities:
Description:
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.
Responsibilities:
? 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
customer.
? 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:
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.
Or
5 years of related professional experience with EPIC build, trainer or support positions.
- Experience with ServiceNow or similar ITSM tool required.
Preferred/Desired:
- 6 years of related experience.
Education:
- 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
re-enabling.
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.
qualifications:
