IT Clinical Service Support Analyst Associate (Epic)

Location: Carolinas Medical Center, 1000 Blythe Blvd, Charlotte, North Carolina, United States. Onsite day shift from 8 a.m. to 5 p.m., with rotating holidays and weekends; travel to system locations may be required.

Salary: $26.55–$39.85 per hour.

Company

Advocate Health is a large nonprofit integrated health system providing clinical care, research, and healthcare services across the United States.

What you will do

• Provide Service Desk support for hardware, software, and Epic users, including physicians, nurses, and hospital staff.
• Troubleshoot clinical application and end-user issues by gathering information, clarifying workflows, identifying workarounds, and escalating unresolved incidents.
• Test application features and troubleshoot issues in Non-Prod Dev, Test, and Playground environments.
• Support customer service recovery, emergency issue identification, and escalation to the appropriate technical or clinical team.
• Follow IT and cybersecurity governance requirements while protecting user and patient data.
• Collaborate with Clinical Informatics and the Epic Training Team.

Requirements

• High school diploma or GED.
• At least one year of experience in a clinical environment, Service Delivery, or an equivalent field.
• Strong customer service, interpersonal, analytical, and problem-solving skills.
• Basic knowledge of information systems, hardware, platforms, databases, call tracking, and medical terminology.
• Ability to manage multiple priorities, maintain confidentiality, work collaboratively, and travel to system locations.
• Must obtain and maintain required Epic certification within 18 months, including annual educational requirements.

Nice to have

• Four-year degree in computer science, business administration, biomedical technology, or a related field.
• Epic certification in at least one module.
• Two years of clinical environment or Service Delivery experience.
• Experience with Microsoft Office, O365, Edge, Chrome, Active Directory, Windows, macOS, iOS, Android, wireless networking, Epic EHR, and clinical workflows.

Culture & Benefits

• Full-time position with 40 hours per week and benefits eligibility.
• Paid time off and medical, dental, vision, life, and disability benefits.
• Flexible spending accounts, parental leave, and adoption assistance.
• Retirement plans with employer matching and financial wellness programs.
• Educational assistance and career development programs.
• Emergency event staffing may be required; the role involves extended computer and headset use in an office environment.