Job Summary

The Epic Clinical Service Desk Analyst serves as the first point of contact for healthcare providers, clinicians, and end users experiencing issues related to Epic Electronic Health Record (EHR) applications. This role is responsible for troubleshooting, documenting, escalating, and resolving technical and application-related incidents while ensuring high levels of customer service and compliance with healthcare regulations.

Key Responsibilities

Service Desk Support
- Provide Tier 1/Tier 2 support for Epic clinical applications.
- Respond to incidents, service requests, and inquiries via phone, email, chat, and ticketing systems.
- Troubleshoot Epic-related issues involving patient records, clinical workflows, orders, documentation, medication administration, and integrations.
- Log, track, and manage tickets in accordance with established Service Level Agreements (SLAs).
- Escalate complex issues to Epic Application Analysts, Clinical Informatics teams, or Infrastructure teams as required.

Incident & Problem Management




- Diagnose and resolve application and system issues.
- Monitor recurring issues and identify trends for problem management.
- Perform root cause analysis for frequently occurring incidents.
- Maintain accurate documentation of support activities and resolutions.

Customer Service
- Deliver exceptional customer support to physicians, nurses, pharmacists, and clinical staff.
- Communicate effectively with stakeholders regarding issue status and resolution timelines.
- Educate users on Epic functionality and best practices.

System Monitoring & Support
- Monitor Epic application performance and alert systems.
- Support downtime procedures and system recovery activities.
- Assist during Epic upgrades, implementations, and go-live events.

Documentation & Knowledge Management
- Create and update knowledge base articles, troubleshooting guides, and standard operating procedures.
- Maintain detailed records of incidents, requests, and resol

📌 Healthcare Technical Support Specialist (Bogotá)
🏢 Infinite Computer Solutions
📍 Bogotá