Epic Support Jobs

1 job found

Today

Epic Help Desk

Wipro Limited Minneapolis, MN

Minneapolis, MN

Today

$45k - $121k/yr Full time Customer Support Electronic Medical Records End User Support

Apply Now

Job Description

Onsite in Minneapolis, MN, Wipro Limited offers an Epic Help Desk role with a salary range of USD 45,000 to 121,000 per year. Benefits include medical and dental options, disability insurance, paid time off including sick leave, and other paid and unpaid leave options. This position focuses on resolving priority incident tickets and service requests while providing Epic EMR Tier 1 and MyChart Tier 1 support in a help desk environment. The role involves incident analysis, change request preparation, and contributing to continuous service improvement to ensure timely resolutions and high client satisfaction.

Responsibilities

Handle high priority incident tickets and service requests
Participate in incident analysis
Assist in preparing change requests
Contribute to ongoing service improvement initiatives
Ensure prompt responses to all tickets raised by client end users
Provide solutions for service requests while maintaining quality standards
Act as custodian of the client network, server, system, storage, platform, and related infrastructure, monitoring proper operation
Monitor ticket volume via dial-in, email, chat, and IMS, ensuring solutions within defined timeframes
Perform root cause analysis of tickets and create action plans to achieve client satisfaction
Accept and resolve high priority tickets with immediacy
Install and configure software and hardware per service requests
Adhere 100 percent to defined response times by issue priority to manage expectations and minimize escalations
Provide application and user access as required by the client to enable timely solutions
Track all tickets from acceptance to resolution against defined SLAs
Maintain timely backups of important data and logs to ensure quality outcomes
Coordinate with on-site teams for complex problem resolution and timely client servicing
Review logs gathered by chat bots to ensure timely resolution of service requests and issues

Requirements

Experience delivering Epic EMR Tier 1 and MyChart Tier 1 support
Background in a help desk or call center environment with inbound and outbound technical support
Experience writing knowledge base articles and tip sheets
Familiarity with ticketing systems, with ServiceNow experience preferred

Technologies

Epic EMR
MyChart
ServiceNow
Chatbots

Benefits

Medical and dental benefits options
Disability insurance
Paid time off including sick leave
Other paid and unpaid leave options

Mandatory Skills

Desktop Support

Experience

3 to 5 years of relevant experience

View full job page →

Get Epic Support Jobs alerts

New Epic Support Jobs, daily.