Clinical Service Desk Support Analyst

Pay Range: $32.00hr - $36.00hr

Job Overview:

The Clinical Service Desk Support position provides application support to the medical community with a primary focus on the electronic medical record (EMR) system. This role administers end-user support for Cerner systems and applications; follows an escalation path to diagnose, troubleshoot, and coordinate resolutions through completion; and provides basic phone-based training and consulting to end-users while supporting the mission, vision, values, and strategic goals of the organization.

Minimum Education:

• High school diploma or equivalent required.
• Associate's degree in a related field preferred.

Minimum Experience:

• Minimum 2 years' experience in a service desk environment, with Electronic Medical Record (EMR) experience.
• Clinical experience required.
• Must demonstrate exceptional customer service and strong verbal and written communication skills.
• Strong troubleshooting skills and ability to work with minimum supervision.

Accountabilities:

• Provide phone support and process emails for Cerner EMR technical issues utilizing available tools, procedures, and policies.
• Ensure customers receive prompt, accurate, and courteous service.
• Assess and escalate user-reported problems in a timely manner, deciding which issues require escalation to other Information Services teams.
• Stay current with system information changes and updates.
• Initiate communication with technical support staff to research and resolve issues.
• Support account creations, modifications, and Active Directory password resets.
• Create and maintain training guides based on new information and best practices, documenting and monitoring new and existing workflows and associated procedures.
• Perform other duties as assigned.