Epic Help desk

This role focuses on handling priority help desk incidents and service requests, with added support for change preparation and continuous service improvement.

Responsibilities

• Conduct initial triage for high priority incident tickets, including P2 incidents impacting one or more processes.
• Resolve P3 priority incident tickets within the defined SLAs.
• Maintain an incident log and document observations and related root causes to support evaluation of mitigation measures.
• Fulfill software, hardware, and network service requests within the agreed timeline.
• Handle service requests with timely completion while maintaining quality and accuracy in request processing.
• Track SLA timelines across the full lifecycle of P2 incidents.
• Escalate incidents as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests based on the priority of incident tickets, following defined guidelines.
• Present changes for approval in change approval meetings, including rollback plans.
• Execute approved changes and document post-implementation outcomes.
• Analyze incident patterns and nature of issues to support root cause analysis and service improvement plans.
• Contribute to mitigation actions that reduce repeat incidents by identifying recurring issue patterns.

Requirements

• 3+ years of relevant experience
• Desktop Support

Location

• Minneapolis, MN (onsite)

Compensation

• USD 45,000 - 110,000 per year

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off, including sick leave
• Other paid and unpaid leave options

Role Purpose

Resolve priority incident tickets and service requests while supporting incident analysis, change request preparation, and continuous service improvement.