Desktop Analyst

PROJECT INFORMATION:

The Clinical Service Desk will provide application support to the Keck Medicine of USC community with 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 to completion; Provides over-the-phone basic training and consulting to end-users. Supports the mission, vision, values, and strategic goals of Keck Medicine of USC.

PRINCIPAL RESPONSIBILITIES:

• Must demonstrate exceptional customer service and communication skills both verbal and written.

• Strong troubleshooting skills and ability to work with minimum supervision.

• Strong ability to learn and retain new information with ease.

• Willingness to assume additional responsibilities and work on projects as needed.

• Must be able to work independently and cooperatively in a team.

• 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.

MINIMUM QUALIFICATIONS:

• High school diploma required

• Associate Degree preferred