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.
Answer phones at Help Desk, and assist callers with issues 70%
Log calls 20%
Other duties as required 10%
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.
Various work schedules available for this position:
6am - 2pm (3 shifts: Monday - Friday, Wednesday - Sunday, and Saturday to Wednesday)
8am - 4pm (4 shifts all Monday - Friday)
10am - 6pm (5 shifts all Monday - Friday)
2pm - 10pm (3 shifts: Monday - Friday, Friday - Tuesday, and Saturday to Wednesday)
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 514917
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.
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