EHR Helpdesk Analyst 2nd Shift

Job Title: EHR Helpdesk Analyst – 2nd Shift (Epic Support)
Location: Raleigh, NC
Work Mode: Remote
Employment Type: Contract
Interview Mode: Video Only
Travel Required: No

Job Description

We are seeking an experienced EHR Helpdesk Analyst (2nd Shift) to provide advanced technical support for the Epic Electronic Health Record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role supports clinical and administrative staff by troubleshooting Epic and non-Epic IT issues, ensuring timely resolution, and maintaining system reliability in support of high-quality patient care.

The ideal candidate will have strong Epic support experience, excellent customer service skills, and hands-on expertise using ticketing systems such as ServiceNow.

Key Responsibilities

• Provide technical support for Epic applications, workflows, access issues, printing, and integrations.

• Serve as the first point of contact for Epic and healthcare IT support requests.

• Troubleshoot complex Epic application, user account, and workflow issues.

• Provide basic remote support for desktops, printers, mobile devices, and peripherals.

• Assist with account provisioning, password resets, access requests, and application troubleshooting.

• Monitor and manage incidents in ServiceNow, ensuring SLA compliance.

• Support Epic user provisioning, role changes, template assignments, and security access requests.

• Participate in go-live support, upgrades, and Technical Dress Rehearsals (TDRs).

• Collaborate with clinical informatics, application analysts, and technical teams for coordinated support.

• Maintain documentation, SOPs, and knowledge base articles.

• Provide informal user training and guidance for Epic best practices.

• Support downtime communications and change management activities.

• Ensure adherence to HIPAA, security, and IT governance policies.

• Escalate downtime and critical issues per established protocols.

Required Skills & Experience

• 2+ years of Epic technical support experience in a healthcare/clinical environment

• 2+ years of experience using ServiceNow (or similar enterprise ticketing tools)

• Strong knowledge of EHR platforms such as Epic, Cerner, or Allscripts

• Strong troubleshooting, communication, and customer support skills

Highly Desired

• Epic certification in one or more modules (EpicCare, Ambulatory, Security, Service Desk, etc.)

• Experience supporting Epic modules such as Ambulatory, Inpatient, ASAP, HIM