Cerner/Epic Service Desk Agent

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.