EHR Helpdesk Analyst

Job Description

Job Description

EHR Helpdesk Analyst
*This is a remote position – Local to Raleigh, NC only please
*This is a 1st shift position from 7AM – 3:30 PM EST
*Schedule may include weekends and holidays to ensure reliable patientcare systems

• The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities.
• This role provides technical support to clinical and administrative staff ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.
• Working as part of the centralized IT Helpdesk the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care

• Provide support for Epic applications workflows access printing and integration issues.
• Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
• Troubleshoot complex application account and workflow issues related to Epic and other clinical systems.
• Provide basic remote desktop support for computers printers mobile devices and peripherals across all facilities.
• Assist users with account provisioning password resets Epic access requests and basic application troubleshooting.
• Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements SLAs.
• Assist with Epic user account provisioning role changes template assignments and security access requests.
• Participate in go-live support and system upgrade events including Technical Dress Rehearsals TDRs.
• Collaborate with clinical informatics application analysts and technical teams to ensure coordinated support.
• Maintain documentation knowledge base articles and standard operating procedures.
• Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
• Support change management and scheduled downtime communications as needed.
• Ensure adherence to HIPAA security and IT governance policies in all technical activities.
• Escalate critical issues and downtime events according to established protocols.

• Minimum of 2 years providing Epic technical support in a healthcare or clinical environment., Required 2 Years
• Proficient with ServiceNow or other enterprise ticketing systems., Required 2 Years
• In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts)., Required 2 Years
• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk)., Highly desired
• Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM)., Highly desired