Helpdesk Analyst 1st Shift

Helpdesk Analyst 1st Shift

BCforward is currently seeking a highly motivated EHR Helpdesk Analyst 1st Shift- Remote for an opportunity Remote

Position Title: EHR Helpdesk Analyst 1st Shift

Location: Raleigh, NC- Remote

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 11 months/
7 AM - 3:30 PM

Pay Range: $45/hr - $47.62hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job 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.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 249245 when responding to this ad.