CTH Clinical Service Desktop Support

Title: Clinical Service Desk Support

Duration: 6 month contract to hire

Location: Remote- local SoCal required

Pay Range: $30-34hr

The Clinical Service Desk will provide application support to the client community with a primary focus on our electronic medical record (EMR) system. This position administers end-user support for Cerner systems and applications; follows an escalation path to diagnose, troubleshoot, and coordinate resolutions through completion; and provides basic over-the-phone training and consulting to end-users. Supports the mission, vision, values, and strategic goals of the client.

Minimum Education:

• High school or equivalent required.

• Associate's degree in a related field preferred.

Minimum Experience:

• Minimum 2 years' experience in a service desk environment, with EMR experience.

• Clinical experience required.

• Must demonstrate exceptional customer service and communication skills, both verbal and written.

• Strong troubleshooting skills and ability to work with minimum supervision.

Accountabilities:

• Provide phone support and process emails for Cerner EMR technical issues utilizing available tools, procedures and policies.

• Ensure customers receive prompt, accurate, and courteous service.

• Assess and escalate user-reported problems in a timely manner; decide which issues require escalation to other Information Services teams.

• Stay current with system information changes and updates.

• Initiate communication with the Cerner technical support staff to research and resolve issues.

• Support Cerner account creations, modifications, and active directory password resets.

• Create and maintain training guides based on new information and best practices; Document and monitor new and existing workflows and associated procedures.

• Other duties as assigned.