Service Desk Engineer III/UKHC

Job description

Job Title:

Service Desk Engineer III/UKHC

Requisition Number:


Working Title:

Clinical Service Desk III

Department Name:

H3997:EVPHA Information Technology

Work Location:

Lexington, KY

Grade Level:


Salary Range:


Type of Position:


Position Time Status :


Required Education:


Click here for more information about equivalencies::

Required Related Experience:

5 yrs

Required License/Registration/Certification:

HDI Support Center Manager Certification. Certifications are required within one year of hire date.

Physical Requirements:

This position requires regularly sitting at a computer workstation for extended periods of time, and performing tasks with repetitive motions (such as typing); and occasionally standing or walking with objects weighing up to 10 pounds;


This is a full-time, exempt position with an assigned schedule however our Service Desk is a 24/7 operation and shifts may change depending on departmental needs.

Job Summary:

The responsibilities of the individual in this position include:

•Utilizes experience in a clinical setting to serve as a key clinical IT resource for Epic and other clinical applications.
•Develops “how-to” training materials and delivers hands-on training to clinical and IT staff.
•Works to efficiently resolve customer incidents, requests, and projects within the specified service level targets.
•Demonstrates critical thinking skills related to investigating opportunities for efficiencies and resolving issues with clinical IT systems.
•Mentors other IT staff in successful achievement of project milestones.
•Creates process maps and other related documents.
•Identifies trends and opportunities for continual service improvement.
•In partnership with Manager and other leads, oversees all customer support channels (phone, email, self-service, chat…); performs customer service recovery; and performs quality audits.

Skills / Knowledge / Abilities:

Clinical background in nursing, ancillary, or related profession highly preferred.

Understanding of clinical operations and processes, excellent leadership and teaching abilities; and the ability to build strong relationships across a broad range of personality types needed.

Does this position have supervisory responsibilities? :


Preferred Education/Experience:

Clinical background in nursing, ancillary, or related profession.

Deadline to Apply:


University Community of Inclusion:

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.




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Job No:
Posted: 2/12/2021
Application Due: 5/13/2021
Work Type: Full Time