**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. **About CTG** CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com . Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.