Desktop Analyst

Clinical Service Desk Support
Los Angeles,CA
6+ Months
This position is 100% onsite.
Contract-to-Hire (CTH)



Description:

Summary:

The Clinical Service Desk will provide application support to the Keck Medicine of 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 Keck Medicine of 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.