Clinical Service Desk Support Technician – IS Client Services – Full Time 8 Rotating Shifts (Non-Exempt) (Non-Union) – (Los Angeles, California, United States)

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.

Essential Duties:

  • 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.

Required Qualifications:

  • Req High school or equivalent
  • Req 2 years Service desk or EMR experience.
  • Req Must demonstrate exceptional customer service and communication skills both verbal and written.
  • Req Strong troubleshooting skills and ability to work with minimum supervision.
  • Req Strong ability to learn and retain new information with ease.
  • Req Willingness to assume additional responsibilities and work on projects as needed.
  • Req Must be able to work independently and cooperatively in a team.

Preferred Qualifications:

  • Pref Associate’s degree Degree in Information System, Information Technology, or related field.
  • Pref Clinical experience.

Required Licenses/Certifications:

  • Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $29.00 – $45.20. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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