EHR Helpdesk Analyst 1st Shift

Engagement Type

Contract

Short Description

Provides advanced Epic EHR support across 13 facilities. Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; includes weekends and holidays to ensure reliable patientcare systems.

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


Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; may work weekends and holidays to ensure reliable patientcare systems.
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.

Required/Desired Skills

Skill	Required/Desired	Amount	of Experience
Minimum of 2 years providing Epic technical support in a healthcare or clinical environment.	Required	2.0	Years
Proficient with ServiceNow or other enterprise ticketing systems.	Required	2.0	Years
In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts).	Required	2.0	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