Discover. Achieve. Succeed. #BeHereLocation: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.This job is REMOTE.FTE: 1.000000Standard Hours: 40.00Shift: Shift 1Shift Details: 9:30am - 6:00pm CST Holidays: 8am - 4:30pm CST Rotation Weekends: Saturday 8am-12pm CST RotationJob Summary:This position is responsible for supporting end-users who are having any problem with Froedtert Health’s Epic System. The Epic Service Desk has the responsibility to take calls timely & professionally, troubleshoot across 50+ Epic modules, create detailed tickets, strive for first contact resolution, triage tickets when appropriate to correct IT teams, actively engage & use resources across IT teams, and manage ticket queues assigned/unassigned. The Epic Service Desk also assists the IT Service Desk in overflow calls for basic troubleshooting, warm transfers, and ticket creation. Work with Epic Service Desk leadership for role specific responsibilities & accountabilities. Participates in on-call rotations & support.EXPERIENCE DESCRIPTION:A minimum of 3 years of relevant Epic Service Desk customer service experience is required.This experience should include multiple Epic modules troubleshooting and support.Highly efficient across Epic modules.Experience with healthcare business processes and associated applications/software is preferred.EDUCATION DESCRIPTION:Knowledge of computer/network principles at a level normally acquired through completion of an Associate degree in a relevant technology field or acquired through a combination of education and experience is required.Epic knowledge/experience is preferred.SPECIAL SKILLS DESCRIPTION:Time management, professionalism, big picture, communication, work collaboratively in a team environment.Call handling, ServiceNow, Active Directory, Citrix Director, Imprivata.Multitasking and technical knowledge to aid in real-time troubleshooting.Compensation, Benefits & Perks at Froedtert HealthPay is expected to be between: (expressed as hourly) $24.05 - $38.48. Final compensation is based on experience and will be discussed with you by the recruiter during the interview process.Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:
Paid time off
Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
Academic Partnership with the Medical College of Wisconsin
Referral bonuses
Retirement plan - 403b
Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available
The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.
