IT Clinical Service Support Analyst I

Advocate Aurora Health

. Troubleshoot, educate users on, maintain, and resolve hardware and software issues for providers and Epic users .

Posted 10/14/2026full-timeRemote • United StatesJunior💰 $27 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical aptitude and customer service skills while effectively troubleshooting hardware and software issues in a clinical environment. Capable of understanding healthcare workflows and maintaining confidentiality while supporting Epic applications.

Highest-signal resume keywords

Epic CertificationCustomer Service SkillsTechnical AptitudeClinical Environment ExperienceAnalytical Problem-Solving

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingSoftware SupportHardware KnowledgeDatabase ConceptsCall Tracking SystemsWorkflow AnalysisEmergency Issue SupportTesting in Non-Prod EnvironmentsIssue AssessmentService Desk Key Performance Indicators

Soft Skills

Interpersonal SkillsTeam CollaborationCommunication SkillsAbility to Manage Multiple PrioritiesConfidentiality

Tools & Technologies

Epic ApplicationsCall Center SystemsIT GovernanceCybersecurity Practices

Certifications & Qualifications

High School DiplomaGEDEpic Certification (within 18 months)

Industry Keywords

Healthcare WorkflowsPatient SafetyClinical InformaticsService DeliveryMedical Terminology

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Troubleshoot, educate users on, maintain, and resolve hardware and software issues for providers and Epic users
Meet established Service Desk key performance indicators
Understand healthcare workflows and the needs of physicians, nurses, and hospital staff
Complete required departmental training focused on patient safety
Identify and support customer emergency issues and escalate them appropriately
Apply customer service and service recovery skills according to department standards
Perform testing in Non-Prod environments for end-user troubleshooting and evaluation of new application features
Gather and analyze information from end users through clarifying questions, workflow understanding, and technical knowledge
Determine issue assessments, provide workarounds, and escalate unresolved issues to appropriate teams
Follow 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
Inform the immediate supervisor of abnormal circumstances related to job duties

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, platforms, 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

Benefits

Comp & perks

Benefits eligible
Premium pay such as shift, on call, and more based on a teammate's job
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
Well-being programs