IT Service Desk Analyst - Clinical (1 of 2)

This is a mid-level IT Service Desk Clinical Analyst position with a primary responsibility of providing functional workflow support in Epic EMR and a secondary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature, requiring judgment and problem-solving skills. The incumbent must maintain secure and confidential information while adhering to IT policies and Medical Center regulations.

The ideal candidate will balance technical knowledge and expertise with a high level of customer service, ensuring excellence in all aspects of Service Desk operations. Support will primarily be provided to Medical Center and Campus staff, including physicians, nurses, and administrative teams.

The role includes maintaining the Knowledge Base, resolving or escalating issues appropriately, and communicating technical concepts effectively in both written and oral forms. The candidate will act as a mentor to junior-level staff, performing Level II functions for complex escalations and contributing to team success by meeting service levels. Flexibility with scheduling, including nights, weekends, and on-call rotations, is required.

DEPARTMENT OVERVIEW

As a 24/7 single point of contact for all IT needs, we are here to support UCSF’s mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes.

The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat). 

We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments.  With an overall customer satisfaction rating of 95%, we take pride in our work!

%  of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
75	Yes	Provide functional workflow support for Epic EMR users, ensuring efficient issue resolution and addressing clinical workflow challenges. Perform desktop support tasks, including troubleshooting and resolving hardware, software, and peripheral device issues. Analyze Service Desk issues and identify root causes for missed SLAs or customer dissatisfaction; contribute to action plans for increased efficiency and performance improvement. Serve as a point of escalation for junior staff in resolving complex issues or managing customer dissatisfaction. Proactively listen to customer concerns, collaborate with management and other IT teams to devise effective solutions, and enhance customer satisfaction. Gather technical application information and translate technical language into clear, customer-friendly communication. Take ownership of individual and team goals, contributing to process improvements and overall Service Desk success. Act as a mentor to junior staff, assisting with training, providing peer support, and assuming leadership roles within the Service Desk. Demonstrate advanced technical knowledge and subject matter expertise, with the ability to resolve application and technical issues independently. Assist with maintaining and improving the Service Desk Knowledge Base (KB) for efficient issue resolution. Perform other duties as assigned.
5	Yes	Major Incident tracking and customer notifications
5	Yes	Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I.   Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle. May include Deskside/Field work at specific locations
5	Yes	Act as a peer mentor to junior level staff
5	Yes	Own and maintain knowledge base articles
5	Yes	Other special projects as assigned
100%		(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

REQUIRED QUALIFICATIONS

• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Demonstrates problem-solving skills
• Excellent communication skills in both verbal and written

PREFERRED QUALIFICATIONS

• Bachelor’s degree or equivalent training in a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment 
• Experience working in a Service Desk, Help Desk, or Call Center environment
• Preferred Certifications:
  • Microsoft Support
  • Apple Support
  • ITIL Foundations
  • HDI Support Center Agent