Help Clinicians Stay Focused on Patient Care Through Exceptional Epic Support We are seeking a customer-focused and technically skilled Informatics Specialist II to join our Informatics and Digital Technology Services team. In this role, you will serve as a primary point of contact for Epic-related issues and requests, helping providers, clinicians, and staff resolve technology challenges quickly and effectively. You will play a critical role in supporting the day-to-day use of Epic and other clinical applications by troubleshooting issues, identifying root causes, documenting solutions, and collaborating with Tier 2 support teams when advanced assistance is needed. This position is ideal for someone who enjoys problem-solving, customer service, healthcare technology, and helping users maximize the value of clinical systems. What You'll Do Serve as the primary point of contact for Epic-related issues and service requests Troubleshoot, diagnose, and resolve general Epic application issues reported through the Service Desk Provide first-level support for software, hardware, printer, and peripheral device issues Document issues, troubleshooting steps, resolutions, and customer interactions in service management systems Escalate complex issues to Tier 2 support teams and ensure all necessary information is provided for efficient resolution Research issues, identify potential root causes, and recommend solutions Develop, maintain, and utilize knowledge base articles, troubleshooting guides, and support documentation Assist with the creation and review of training materials, end-user guides, and support resources Identify recurring issues and trends and communicate findings to application build and support teams Coordinate support processes and contribute to ongoing operational improvement efforts Assist with implementation and go-live activities in inpatient and ambulatory settings Support Epic and other assigned applications, including technologies such as Dragon Collaborate with technical and operational teams to ensure a positive end-user experience Help ensure the integrity, security, and availability of hardware, software, and data resources Mentor Informatics Specialist I team members and provide guidance on support processes and issue resolution What We're Looking For Experience supporting healthcare applications, service desk operations, or information technology systems Strong troubleshooting and problem-solving skills Ability to analyze issues, identify root causes, and determine effective resolutions Excellent customer service and communication skills Experience documenting support activities and maintaining detailed technical records Ability to prioritize multiple requests in a fast-paced healthcare environment Strong attention to detail and organizational skills Ability to work effectively with both technical and non-technical users Commitment to teamwork, continuous learning, and service excellence Ability to learn and support Epic and other healthcare technology applications

Preferred:

Experience supporting Epic applications Healthcare, informatics, clinical support, or healthcare IT experience Experience using ticketing systems, knowledge base platforms, or service management tools Familiarity with clinical workflows and healthcare operations Experience providing mentorship, training, or peer support What We Offer An opportunity to directly support the technology clinicians rely on to care for patients Hands-on experience with Epic and other enterprise healthcare applications Opportunities to develop advanced healthcare IT and informatics expertise Exposure to clinical workflows across inpatient and ambulatory settings Collaboration with application analysts, informatics teams, clinicians, and operational leaders Professional growth through training, mentorship, and advancement opportunities A supportive team environment focused on service, innovation, and continuous improvement A stable healthcare organization committed to leveraging technology to improve patient care Meaningful work where your problem-solving skills help caregivers stay focused on what matters most: caring for patients