Published date Posted on Indeed on May 13, 2022 (3 d ago)

This is a mid-level Service Desk analyst position with a primary responsibility of providing functional workflow support in Epic EMR and with secondary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. He or she will work to resolve or appropriately escalate calls from Medical Center and Campus staff, primarily physicians and nurses, and assist with maintaining the Knowledge Base (KB). The candidate must also communicate technical concepts effectively in both written and oral. He or she may have advanced technical knowledge as well as application access to resolve application problems. The candidate will act as a mentor to junior-level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbents must be flexible with scheduling and willing to work nights, weekends, and on-call rotations.

Department Description

As a 24/7 single point of contact for all IT needs, we are here to support UCSF’s mission of Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes.

The UCSF IT Service Desk is a one-stop-shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat).

We provide technical, application, and business support to our customers spanning UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that supports clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work!

Required Qualifications

  • This position requires flexibility to orient and work at all UCSF Medical Center locations.
  • 3+ years of experience in IT support
  • Minimum 1 year of Epic support experience
  • Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
  • Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
  • Broad knowledge of enterprise systems and how they related to one another
  • Demonstrates problem-solving skills
  • Excellent communication skills in both verbal and written

Preferred Qualifications

  • Bachelor’s degree or equivalent training in a related area
  • Working knowledge with ITIL processes such as Change Management, Problem Management, and Incident Management
  • Experience working in academic health care, healthcare, or university environment
  • Experience working in a Service Desk, Help Desk, or Call Center environment
  • Preferred Certifications:
    • Microsoft Support
    • Apple Support
    • ITIL Foundations
    • HDI Support Center Agent

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.



Job Code and Payroll Title


Job Category

Clinical Systems / IT Professionals

Bargaining Unit

University Professional Technical Employees - Technical Unit (UPTE-TX)

Employee Class





Remote / Telecommute



Shift Length

8 Hours

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