Offer summary

Qualifications:

Minimum of one year of relevant Help Desk and customer service experience, preferably in a healthcare setting., Knowledge of computer/network principles, typically acquired through an Associate degree in a relevant technology field., Experience with Epic services and healthcare business processes is preferred., Strong communication, organizational, and multitasking skills are essential..

Key responsabilities:

Support end-users with issues related to Froedtert Health’s Epic System.

Take calls, troubleshoot across 50+ Epic modules, and create detailed tickets.

Triage tickets to appropriate IT teams and manage ticket queues.

Assist the IT Service Desk with overflow calls and participate in on-call rotations.

Job description

Discover. Achieve. Succeed. #BeHere

Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is REMOTE.

FTE: 1.000000

Shift: 1st shift 8:30 am to 5 pm CST (Central Standard Time) with rotating Saturdays from 8 am to 12pm CST

Job Summary:

This position is responsible for supporting end-users who are having any problem with Froedtert Health’s Epic System. The Epic Service Desk has the responsibility to take calls timely & professionally, troubleshoot across 50+ Epic modules, create detailed tickets, strive for first contact resolution, triage tickets when appropriate to correct IT teams, actively engage & use resources across IT teams, and manage ticket queues assigned/unassigned. The Epic Service Desk also assists the IT Service Desk in overflow calls for basic troubleshooting, warm transfers, and ticket creation. Work with Epic Service Desk leadership for role specific responsibilities & accountabilities. Participates in on-call rotations & support. Other duties as assigned.

EXPERIENCE DESCRIPTION:

A minimum of one year of relevant Help Desk and customer service experience, preferably in a hospital or healthcare setting is required.

Experience should include a minimum of one year of relevant Epic services.

Experience with healthcare business processes and associated applications/software is preferred.

EDUCATION DESCRIPTION:

Knowledge of computer/network principles at a level normally acquired through completion of an Associate degree in a relevant technology field or acquired through a combination of education and experience is required.

Epic Knowledge/experience Preferred.

SPECIAL SKILLS DESCRIPTION:

Call handling, ServiceNow, Active Directory, Citrix Director, Imprivata.

Strong communication skills written and verbal.

Exceptional customer service skills.

Ability to stay organized, taking initiative, time management, and pivot quickly between tasks.

Multitasking and technical knowledge to aid in real-time troubleshooting.

Collaborative mentality, positive attitude, building dependability.

Clarity and discipline in communication skills; written and verbal.

Strong organizational, multi-tasking and time management skills.

Able to work well in a team environment

Compensation, Benefits & Perks At Froedtert Health

Pay is expected to be between: (expressed as hourly) $24.05- $38.48. Final compensation is based on experience and will be discussed with you by the recruiter during the interview process.

Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:

Paid time off
Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
Academic Partnership with the Medical College of Wisconsin
Referral bonuses
Retirement plan - 403b
Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available

The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.

Required profile