Beaker Go-Live Level 1.5 Service Desk Agent

Job Description

Job Description

Overview

CTG is seeking to fill a Beaker Go-Live Level 1.5 Service Desk Agent opening for our client in San Francisco, CA.

Location: San Francisco, CA

Duration: 1 month

Job Overview: CTG is seeking dedicated and detail-oriented Level 1.5 Service Desk Agents to provide front-line support during the Epic EMR Beaker module go-live. In this critical role, the virtual command center agent will answer incoming phone calls or work self-service tickets. This person will serve as the first point of contact for end-users, assisting with workflow questions, and ensuring a seamless transition during the implementation phase.

Key Responsibilities:

• Provide real-time, first-line support to clinicians, lab technicians, and other end-users utilizing Epic Beaker.
• Work from home and support by answering incoming phone calls or working self-service tickets from users in need of assistance.
• Diagnose and resolve basic issues related to Epic workflows, system navigation, and configuration.
• Document and track all reported issues, escalating complex problems to Level 2 support or designated teams as needed.
• Deliver exceptional customer service with a patient and professional demeanor, ensuring minimal disruption to end-user workflows.
• Assist in monitoring system performance during go-live, identifying potential issues, and reporting trends.
• Participate in team huddles and communication loops to stay updated on system changes, known issues, and resolutions.

Qualifications:

• Familiarity with Epic Beaker and laboratory workflows is preferred.
• Previous experience in an IT service desk or end-user support role, especially during go-live events, is a plus.
• Strong troubleshooting and problem-solving skills, with the ability to work under pressure in a high call volume, fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-focused attitude.
• Ability to quickly learn new systems and tools to provide effective support.
• Availability to work variable shifts, including nights and weekends, during the go-live period.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Morgan Fickert at Morgan.Fickert@ctg.com. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position $37.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.