Helpdesk Support

Position: Help Desk Support I / Call Taker (Epic Go-Live Support)

<>Required Experience

• Epic Go-Live support experience (mandatory)
• 1+ years of Help Desk / IT Support / Service Desk experience
• Experience handling high-volume inbound support calls
• Experience creating and managing incident tickets using a ticketing system

<>Core Responsibilities

• Answer Help Desk calls and document incidents accurately
• Troubleshoot and resolve basic Level 1 technical issues remotely
• Escalate tickets to appropriate support teams when necessary
• Track, update, and close incidents within SLA guidelines
• Monitor Help Desk email queue, voicemail, and self-service requests
• Ensure excellent customer service and follow-up with end users
• Maintain detailed documentation in the incident management system

<>Required Technical Skills

• Desktop and laptop troubleshooting
• Windows PC support
• Basic network troubleshooting
• Ticketing/Incident Management tools (ServiceNow, Remedy, Cherwell, etc.)
• Basic hardware support and peripheral troubleshooting
• Strong technical aptitude and problem-solving skills

<>Soft Skills

• Excellent verbal and written communication
• Strong customer service orientation
• Ability to multitask in a fast-paced environment
• Strong analytical and organizational skills
• Ability to work under pressure while maintaining professionalism

<>Healthcare Environment (Preferred)

• Healthcare IT or hospital support experience
• Understanding of clinical and non-clinical user support environments

<>Education

One of the following:

• Associate's Degree in Computer Science, OR
• 4 years of equivalent IT support experience, OR
• 2 years of internal IT Assistant experience performing similar duties independently