Helpdesk Analyst

Required Skills:

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.

Minimum Qualifications

·        Minimum of 2 years of experience providing Epic technical support in a healthcare or clinical environment. (Required)

·        Minimum of 2 years of experience using ServiceNow or other enterprise ticketing systems. (Required)

·        Minimum of 2 years of experience with EHR platforms (e.g., Epic, Cerner, Allscripts). (Required)

Preferred Qualifications

·        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)