Desktop Analyst

Job Title: Desktop Analyst/Clinical Service Desk Support

Job Location: Los Angeles, CA 90032

Job Duration: 6+ months contract to hire

Assignment Details

• Work Location: Los Angeles, CA 90032
• Job Title: Clinical Service Desk Support
• Pay Rate: $32/hr - $36/hr (Non-Exempt)
• Work Hours: 8:00 AM–5:00 PM
• Interview Process: 2–3 interview steps, including Microsoft Teams/video interviews and an in-person interview.

Summary:

The Clinical Service Desk will provide application support to the 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.

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.