Cerner/Epic Service Desk Agent

Apply Job Type Full-time Description Duties and Responsibilities Receive, document, and review incoming client support requests through phone, email, and online ticketing systems. Create and manage support tickets for all reported issues. Analyze and troubleshoot incoming incidents and service requests. Escalate complex issues to appropriate support teams when resolution cannot be achieved within established guidelines. Provide technical and application support for Epic, Cerner, and user access-related issues through phone support, remote assistance, and self-service ticketing platforms. Assist end users with workflow-related questions and operational issues within Epic and Cerner applications. Monitor assigned ticket queues, prioritize requests based on urgency and impact, and ensure timely resolution or escalation. Support user account administration activities, including access requests, account maintenance, password resets, and security-related access controls. Utilize internal knowledge bases, client documentation, and available resources to achieve First Call Resolution whenever possible. Document troubleshooting steps, resolutions, and customer interactions accurately within the ticket management system. Maintain compliance with service level agreements (SLAs) and organizational support standards. Provide exceptional customer service while communicating effectively with users of varying technical skill levels. Requirements Required: 3+ years service desk 6+ years Epic, 5+ modules 5+ years Cerner, 3+ modules Preferred: 3+ years service desk 6+ years Epic, 10+ modules 5+ years Cerner, 5+ modules Knowledge of healthcare workflows and clinical systems. Strong troubleshooting, problem-solving, and customer service skills. Experience working in a Help Desk, Service Desk, or Technical Support environment. Ability to manage multiple priorities in a fast-paced support setting. Benefits: 401(k) matching Dental insurance Health insurance Paid time off Vision insurance MTS is an Affirmative Action/Equal Employment Opportunity employer. We will not discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability or any other protected class under federal, state, or local law.