Tier 1.5 - Epic Support Specialist
Responsible for providing technical assistance and support related to computer systems, hardware, or software.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Write training manuals.
- Train computer users.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of the problem.
- Walk customer through problem-solving process.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
- Experience supporting help desk
- Epic Familiarity
- Familiarity with healthcare technologies
- Experience working within an ITSM, preferably Service Now