job summary:
Backfill for Cole Rhodes
, someone closer to a TOC Service Desk analyst rather than the contractors previously hired for UCB's EPIC rollout.
Must-haves:
Customer service skills and experience
Active Directory
Windows and/or Microsoft troubleshooting
Computer/printer hardware troubleshooting
WAN/LAN, wired/wireless network troubleshooting
Remote support experience
Nice-to-haves:
Service Management tools (ex. ServiceNow/Jira/ZenDesk)
Experience with troubleshooting VPN, MFA, mobile devices
EMR/Epic support
Tier 1 support over the phone
location: Rancho Cordova, California
job type: Contract
salary: $30 - 33 per hour
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
Our client is looking for an Epic Help Desk Technician for a 4 month contract in Rancho Cordova, CA starting in mid-June 2025
Our client is helping another hospital system merge with their Epic platform and needs support answering tickets from both hospital entities regarding Epic-specific issues.
Support will be most specifically using the AMBULATORY module.
You will be answering "how to" questions or working on escalations within the modules. This is specifically end-user support, there will be no building or configurations.
Duties:
- Serve as the first contact with customers gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support of users ensuring referral to appropriate level of services.
- Performs highest tier of technical support.
- Provides bridge between customer needs and highly technical applications and application groups, other technology service providers and third-party vendors.
- Serves as staff expert on technical troubleshooting for the most difficult customer problems.
- Provides guidance to customers on IT policy and procedures.
- Identifies and addresses complex usability problems, through a short period of analysis, resolves issues.
- Research questions using available information resources, such as knowledge bases, Intranet, Internet, or past ticket resolutions.
- Assist in the maintaining of knowledge articles utilized by the TOC
- Follow up with customers to ensure complete resolution of issues
- Redirect unresolved issues to the next level of support personnel
- Identify, evaluate, and escalate situations requiring urgent attention
- Stay current with system information, changes, and updates
- Train customers as necessary
- Manage Incidents and Service Request via IT Service Management Toolset working priorities.
- Work independently or in conjunction with other team members to solve issues with all application types or related technologies issues.
Required:
- Thorough knowledge of endpoint and business / technical support systems.
- Skills and abilities necessary to complete the most technical business / technical support functions.
- Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.
- Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
- Demonstrated skill providing technical training to users at various levels of skill.
- Experience at providing technical and administrative work direction.
- In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
- Broad knowledge of IT related products and services and general knowledge of other areas of IT.
- Working knowledge of enterprise systems functions, dependencies and interactions and ability to use this information to troubleshoot.
- Demonstrated problem-solving skills. Working knowledge of endpoint and business / technical support systems.
- Demonstrated judgement to delegate / escalate issues appropriately.
- Work independently and in a team environment to effectively provide application support and consulting services to customers via telephone, email, chat, and in-person. Diplomatically give and receive directions, information, and knowledge to and from other team members, clients, managers, and other University students, staff, faculty, and affiliates.
- Proficient in the administration of support of customers using phones, remote access tools, in person, email, and chat.
- Excellent interpersonal, oral, and written communication skills for interactions with vendors, faculty, staff, students, and affiliates.
- Customer service orientation.
- Demonstrated skill to understand and translate complex technical concepts and write clearly and accurately to technical and non-technical audiences.
Preferred:
- Bachelor's degree in related area and / or equivalent experience / training.
- CompTIA A+ Certification.
- Working towards a bachelor's degree or Associate Degree along with steps towards certifications in one of these areas: CompTIA Network+ Certification, CompTIA Security+ Certification, Microsoft Certified Solutions Associate (MCSA).
- Previous working experience as a Service Desk Agent for 2 year(s).
- Demonstrated experience assimilating complex technical concepts, terms, and material, and accurately explaining this material to non-technical clients in a manner conducive to their learning and understanding.
- ITIL Foundation.
- Interpersonal skills to work effectively with staff, faculty, and administrators through verbal and written communications.
- Preferred knowledge of HIPAA regulations and Healthcare-specific policies and procedures.
- Excellent organizational skills to coordinate several simultaneous activities in a dynamic work environment, with frequent changes in work priority, scope, and schedules.
- Can meet client and management expectations by being consistently punctual, reliable, and flexible.
- Skills to research, plan, test, document, and resolve technical problems. Create and apply innovative concepts to problem resolution. Assimilate new technologies and develop new skills or enhance existing skills by utilizing technical manuals, journals, books, newsgroups, vendor documentation, and other written media.
- Willingness to learn and apply new technologies quickly.
qualifications:
Our client is looking for an Epic Help Desk Technician for a 4 month contract in Rancho Cordova, CA starting in mid-June 2025
Our client is helping another hospital system merge with their Epic platform and needs support answering tickets from both hospital entities regarding Epic-specific issues.
Support will be most specifically using the AMBULATORY module.
You will be answering "how to" questions or working on escalations within the modules. This is specifically end-user support, there will be no building or configurations.
Duties:
Serve as the first contact with customers gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support of users ensuring referral to appropriate level of services.
Performs highest tier of technical support.
Provides bridge between customer needs and highly technical applications and application groups, other technology service providers and third-party vendors.
Serves as staff expert on technical troubleshooting for the most difficult customer problems.
Provides guidance to customers on IT policy and procedures.
Identifies and addresses complex usability problems, through a short period of analysis, resolves issues.
Research questions using available information resources, such as knowledge bases, Intranet, Internet, or past ticket resolutions.
Assist in the maintaining of knowledge articles utilized by the TOC
Follow up with customers to ensure complete resolution of issues
Redirect unresolved issues to the next level of support personnel
Identify, evaluate, and escalate situations requiring urgent attention
Stay current with system information, changes, and updates
Train customers as necessary
Manage Incidents and Service Request via IT Service Management Toolset working priorities.
Work independently or in conjunction with other team members to solve issues with all application types or related technologies issues.
Required:
Thorough knowledge of endpoint and business / technical support systems.
Skills and abilities necessary to complete the most technical business / technical support functions.
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.
Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
Demonstrated skill providing technical training to users at various levels of skill.
Experience at providing technical and administrative work direction.
In-depth knowl
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