IT Clinical Service Support Analyst I

Advocate Aurora Health

Remote clinical IT service desk analyst supporting healthcare providers and Epic users at Advocate Health. Troubleshooting hardware, software, and Epic EHR workflows while protecting patient data.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $27 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and technical support skills in a fast-paced Service Desk environment, with a focus on troubleshooting hardware and software issues while adhering to IT and Cybersecurity governance. Proficient in gathering user information and providing effective solutions, with a commitment to maintaining confidentiality and supporting clinical workflows.

Highest-signal resume keywords

Epic CertificationCustomer Service SkillsTechnical AptitudeAnalytical SkillsClinical Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSoftware SupportHardware KnowledgeDatabase ConceptsCall Tracking SystemsService DeliveryDesktop ApplicationsActive DirectoryOperating SystemsNetworking

Soft Skills

Interpersonal SkillsProblem-Solving SkillsTeamworkConfidentialityMulti-Priority Management

Tools & Technologies

Epic EHRService Desk SoftwareNon-Prod EnvironmentsClinical Informatics

Certifications & Qualifications

Epic CertificationHigh School Diploma or GED

Industry Keywords

Clinical EnvironmentPatient SafetyService Desk KPIsEmergency Event StaffingMedical Terminology

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Work in a fast-paced Service Desk environment supporting Providers and Epic users
Troubleshoot, educate users, maintain systems, and resolve hardware and software issues
Produce accurate and complete work while meeting Service Desk KPIs
Complete required departmental training focused on patient safety
Inform the immediate supervisor of abnormal circumstances related to job duties
Determine and support customer emergency issues and escalate them appropriately
Apply customer service and service recovery skills according to department standards
Learn and support standard system hardware equipment and software applications
Perform testing in Non-Prod environments for troubleshooting and evaluating new application features and functionality
Gather and analyze information from end users through clarifying questions, workflow understanding, and technical knowledge
Assess issues, provide workarounds when needed, and escalate unresolved issues to appropriate teams
Perform tasks within IT and Cybersecurity governance using elevated administrative rights to safeguard user and patient data
Participate in conversations between the Service Desk, Clinical Informatics, and Epic Training Team
Travel to system locations to provide Service Desk application support

Requirements

What you’ll need

High School Diploma or GED is required
Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department
One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required
Strong interpersonal and customer service skills
Basic understanding of call centers and call tracking systems
Strong technical aptitude with the ability to learn quickly and support software applications
Basic understanding of hardware, platform, and database concepts and terminology
Ability to manage multiple priorities in a dynamic work environment
Analytical and problem-solving skills
Basic knowledge of medical terminology
Ability to travel to system locations to provide Service Desk application support
Ability to maintain confidentiality and work as a team
Must be able to sit for extended periods of time
Must be able to perform fine hand manipulation when using a keyboard and mouse
Must be able to wear an over-the-ear headset for extended periods of time
Position may require travel with exposure to road and weather hazards
Essential/Critical requirements for emergency event staffing
Four-year degree in computer science, business administration, biomedical technology, or a related field is preferred
Epic certification in at least one module is preferred
Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred
Formal training in desktop applications, Active Directory, operating systems, networking, Epic EHR clinical workflows, and service delivery is preferred

Benefits

Comp & perks

Benefits eligible
Premium pay such as shift, on call, and more based on a teammate's position
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Medical, dental, vision, life, and Short- and Long-Term Disability benefits
Flexible Spending Accounts for eligible health care and dependent care expenses
Adoption assistance and paid parental leave
Defined contribution retirement plans with employer match
Other financial wellness programs
Educational Assistance Program
Career development programs
Comprehensive suite of Total Rewards benefits and well-being programs