Overview
Skills
Job Details
DatamanUSA has an exciting opportunity for a talented EHR Helpdesk Analyst to work with one of our direct Clients NC Department of Health & Human Services (NCDHHS), to work in RTP, Durham, NC, (Remote) . We love referrals! Please refer us to your friends, family and colleagues for this opportunity. DatamanUSA gives referral bonuses if they get selected and perform well for our clients.
Job Details:
Job ID: 778068
Title: EHR Helpdesk Analyst
Client: NC Department of Health & Human Services (NCDHHS)
Duration: 9+ Months (with high possibility of extension)
Location: RTP, Durham, NC, (Remote)
Note- This is a second (2nd) shift position and the working requirements are 3 PM 11:30 PM EST
Short Description:
*) 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.
Complete Description:
*) 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
Key Responsibilities:
*) 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.
Skill Required/Desired/Amount of Experience:
*) 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