Clinical Service Desk IT Analyst, Graveyard Shift

This is a mid-level Service Desk analyst position with a primary responsibility of providing functional workflow support in Epic EMR with secondary responsibility in providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. He or she will work to resolve or appropriately escalate calls from Medical Center and Campus staff, primarily physicians and nurses, and assist with maintaining the Knowledge Base (KB). The candidate must also communicate technical concepts effectively in both written and oral. He or she may have advanced technical knowledge as well as application access to resolve application problems. The candidate will act as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations. DEPARTMENT OVERVIEW As a 24/7 single point of contact for all IT needs, we are here to support UCSF’s mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes. The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat). We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work! % of time Essential Function (Yes/No ) Key Responsibilities (To be completed by Supervisor) 75 Yes Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently. Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service. Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness. Accurately record/report support issues and solutions per encounter via work tickets in Service Now. Working knowledge of Epic module(s) and ability to provide workflow/application instructions, verbally and in documentation. Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory. Conceptually understand purpose and general function of other enterprise Clinical applications. Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience. Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management 5 Yes Major Incident tracking and customer notifications 5 Yes Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I. Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle. 5 Yes Act as a peer mentor to junior level staff 5 Yes Own and maintain knowledge base articles 5 Yes Other special projects as assigned 100% (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) REQUIRED QUALIFICATIONS This position requires flexibility to orient and work at all UCSF Medical Center locations. 3+ years of experience in IT support Minimum 1 year of Epic support experience Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment Demonstrated proficiency in supporting mobile devices such as iPhones and Androids Broad knowledge of enterprise systems and how they related to one another Demonstrates problem-solving skills Excellent communication skills in both verbal and written PREFERRED QUALIFICATION Bachelor’s degree or equivalent training in a related area Working knowledge of ITIL processes such as Change Management, Problem management, and Incident Management Experience working in an academic health care, healthcare, or university environment Experience working in a Service Desk, Help Desk, or Call Center environment Preferred Certifications: Microsoft Support Apple Support ITIL Foundations HDI Support Center Agent