HIT - Epic Help Desk Technician

Position Type: Contract
Location: Rancho Cordova, CA (Onsite)

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.