Job Description

The Service Desk Specialist II is responsible for overseeing the daily operations of the Service Desk. This role provides coaching, and operational oversight to ensure the delivery of exceptional customer service, timely incident resolution. The Service Desk Specialist II works closely with the manager to maintain operational excellence, improve support processes, and drive continuous improvement initiatives across the IT support organization. Close collaboration with, but not limited to, desk support specialists, identity management team, infrastructure and application support teams.

ESSENTIAL FUNCTIONS:

• Lead and coordinate the daily activities of the Service Desk team.
• Monitor ticket queues to ensure incidents and service requests are assigned, prioritized, and resolved appropriately.
• Provide guidance, mentoring, and training to team members.
• Assist with onboarding and training of new Service Desk staff.
• Oversee the intake, triage, assignment, and escalation of incidents and service requests.
• Assist with resolution of high-priority or complex incidents. This will include the areas of Epic Hyperspace, Haiku, Canto, and related Epic applications.
• Assist users with navigation, workflow guidance, and basic functionality within Epic.
• Support Epic integrations and related clinical applications.
• Monitor major incidents and provide communication updates to the Manager and impacted users.
• Ensure users receive timely and accurate communication regarding service requests and incidents.
• Maintain strong working relationships with clinical, operational, and administrative departments.
• Develop standard operating procedures and support documentation.
• Recommend process improvements to increase efficiency and service quality.
• Participate in technology implementations, upgrades, and support transitions.
• Collaborate with the Manager on strategic service improvement initiatives.

QUALFICATIONS:

Education required:

• Associate degree in Information Technology, Computer Science, Business Administration, or related field preferred.
• Equivalent combination of education and experience may be considered.

Experience:

• 3 to 5 years of Epic experience.
• 2 to 4 years of Epic trouble shooting preferred Minimum of 3–5 years of IT support or Service Desk experience.
• Minimum of 1–2 years of leadership, supervisory, or team lead experience.
• Experience supporting healthcare applications and clinical operations.

SKILLS AND ABILITIES:

• Ability to promote a culture of customer service excellence and accountability through strong coaching and team development skills.
• Excellent customer service and communication.
• Advanced troubleshooting and problem-solving abilities.
• Experience with ticketing systems and service management processes.
• Working knowledge of Microsoft 365, Windows operating systems, identity management, and enterprise applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and reporting skills.

Employee Type

Regular

Qualifications

Skills

Education

B.S.: Computer and Information Science

Certifications

Language

Work Experience

Healthcare Experience