HelpDesk Support I

Reporting to the Chief Technology Officer, Helpdesk Support Specialist provides first call software support to the clients using Epic Ambulatory Software in their office setting, and also route helpdesk tickets to the appropriate technician when necessary.

Essential Functions

Provide first level software support to end users of Epic Ambulatory Software.

Access, review and evaluate customers’ support request tickets utilizing Workfront system.

Route helpdesk tickets to the appropriate team member, when necessary.

Work with Epic reps, CMC, and PNA employees, and client super-users and IT reps as necessary to determine and implement solutions to Epic issues.

Identify problems as related to user connectivity and printing and escalate to the appropriate technicians as necessary.

Identify and solve Epic build problems by researching and testing master file items and programming points.

Work with CMC to create new users and inactivate separated users in a timely manner

Compile and publish the Weekly FYI publication to inform our clients of issues and solutions that we’ve addressed over the preceding week

Create and publish quick reference guides (QRG) addressing specific issues or skills in which our clients need instruction

Responsible for assisting patient users with access to the My Chart Patient Portal

Attend all required meetings and training

Ensure all activities support the PNA mission statement

Other duties as assigned

Skills and Duties

Undergraduate Degree preferred, 2+ years’ experience in Health Care applications and working with health care providers; or equivalent combination of education and experience.

Excellent customer service skills

Excellent verbal and written communication skills

Exceptional time management skills

Accuracy and attention to details

Ability to manage competing priorities and demands

Ability to handle frequent change in a dynamic environment