Support Specialist

Job Summary:

L1 Epic Support Specialist

Key Responsibilities:

• Serve as the first point of contact for Epic-related incidents and service requests via phone, email, and ticketing systems.
• Troubleshoot basic Epic EHR issues, including login problems, user access, printing errors, and workflow navigation.
• Escalate complex issues to L2/L3 support or appropriate Epic application teams while ensuring clear and complete ticket documentation.
• Monitor and manage support tickets through the ITSM platform, ensuring timely resolution and proper communication with end users.
• Assist with Epic user provisioning and de-provisioning tasks based on role-based access control (RBAC).
• Perform routine maintenance tasks such as password resets, profile updates, and basic device troubleshooting (e.g., workstation, printer).
• Follow standard operating procedures (SOPs) and knowledge base articles for issue resolution.
• Participate in team meetings and training sessions to maintain up-to-date knowledge of Epic and CSG tools.
• Track common issues and report trends to help identify areas for process improvement or training.

Qualifications:

Required:

• 1+ years of experience in Epic EHR technical support/help desk

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• Experience in Epic Ambulatory and Willow
• Strong customer service skills with a professional and patient-focused demeanor.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively in a high-volume support setting.

Preferred:

• Prior experience with Epic Hyperspace or MyChart support.