Epic EHR Helpdesk

  • Research Triangle Park, NC
  • Posted 21 days ago | Updated 3 days ago

Overview

On Site
$45 - $49
Contract - W2
Contract - Independent
Contract - 1 Year(s)
100% Travel

Skills

Epic
ServiceNow
helpdesk
EHR
healthcare or clinical
Epic Certification any one (EpicCare/Ambulatory/Security/Service Desk).
Epic applications (Ambulatory/Inpatient/ASAP/HIM)

Job Details

Job Title: EHR Helpdesk 1st Shift Lead

Location: RTP, NC - Onsite

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. 

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 by 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

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

0

 

Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).

Highly desired

0

 
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