Helpdesk Analyst

Job : Helpdesk Analyst

Location : Raleigh, NC, USA

The Helpdesk Analyst provides advanced technical support for the Epic electronic health record system and related clinical applications. This role supports clinical and administrative staff by resolving Epic and non-Epic IT issues, ensuring system reliability, user satisfaction, and continuity of high-quality patient care.
Working as part of a centralized IT Helpdesk, the analyst serves as the first point of contact and plays a key role in maintaining system stability and usability.

Responsibilities

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

• Serve as the initial point of contact for Epic EHR and healthcare IT support issues
• Troubleshoot complex application, account, and workflow issues in Epic and related systems
• Provide remote desktop support for computers, printers, mobile devices, and peripherals
• Assist users with account provisioning, password resets, and Epic access requests
• Monitor and manage incidents through ServiceNow in alignment with SLAs
• Support Epic user provisioning, role changes, template assignments, and security access
• Participate in go-live support, system upgrades, and Technical Dress Rehearsals (TDRs)
• Collaborate with clinical informatics, application analysts, and technical teams
• Maintain documentation, knowledge base articles, and SOPs
• Provide informal user training and guidance on Epic functionality and troubleshooting
• Support change management and scheduled downtime communications
• Ensure compliance with HIPAA, security, and IT governance policies
• Escalate critical incidents and downtime events per established protocols

Required Skills & Qualifications

EHR & Healthcare IT

• Strong experience supporting Epic EHR applications

• Understanding of clinical and administrative workflows
• Experience supporting healthcare IT systems in a regulated environment

Technical Support

• Advanced helpdesk / application support experience

• Remote troubleshooting of desktops, printers, and peripherals
• User account management and access provisioning

Tools & Processes

• Experience with ServiceNow or similar ticketing systems

• Knowledge of ITIL-based incident management and SLAs
• Documentation and knowledge base maintenance experience

Soft Skills

• Strong communication and customer service skills

• Ability to work effectively in a fast-paced healthcare environment
• Team-oriented with strong collaboration skills

Nice to Have

• Experience in behavioral healthcare or state healthcare systems

• Prior Epic go-live or upgrade support experience