• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35

Position Summary

Reporting to Senior User Consultant, the User Service Consultant position will provide a single point of contact for technology-related problem resolution at Columbia University Medical Center. As a User Services Consultant you will receive technology-related problem calls and provide problem diagnosis, resolution, or escalation to second or third tier technicians. The Consultant is responsible for accurately logging calls, understanding and interpreting the problem or question. The Consultant will use existing system documentation to diagnose a situation, solve the problem, and document the solution or actions taken. The Consultant will be required to have a current understanding of the technologies (hardware and software). The Help Desk operates in a high-volume, fast-paced environment in which every effort is made to resolve a high percentage at the Tier-One level.  The User Services Consultant will collaborate with appropriate technical and operational leaders from affiliated institutions

Specific primary responsibility will be to resolve Epic end-user application issues and to support the Electronic Medical Record (EMR) and other clinical systems across Columbia University Irving Medical Center (CUIMC) and its affiliates. The team is responsible for resolving issues across all Epic modules, including clinical, financial and operational. This integral member of the EpicTogether team will also participate in implementation and optimization projects including analysis, development, training, and go-live support. Evening and weekend hours required. This position provides support during non-working hours to ensure the operation of production systems.

Responsibilities

• Answer phones at Help Desk, and assist callers with issues 70%
• Log calls 20%
• Other duties as required 10% 

Minimum Qualifications

• Requires a bachelor's degree or equivalent in education, training and experience, plus three years of related experience. 

• Epic Module Certification (Epic module certification is required from the outset but must be obtained during the first four months of employment). Maintenance of specific module certifications is required and is determined over time by leadership.
• Previous help desk, call center, or customer service experience
• Excellent customer service skills
• Excellent decision making and problem solving skills
• Solid understanding of: MS Windows XP/Vista/7, MAC OS X, MS Office Products (Excel, Word, PowerPoint, Access, Outlook), General PC hardware , Networking (TCP/IP, DNS, WINS, DHCP),  Wireless Communication and Anti-Virus Software, Modzilla Firefox and Thunderbird, Active Directory
• Experience with end-user training and documentation
• Strong organizational skills with emphasis on detail and follow-up
• Evening and weekend hours required. This position provides support during non-working hours to ensure the operation of production systems.

Preferred Qualifications

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.