EHR Helpdesk Analyst
- 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
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