Changing People, Processes & Perceptions.
EHR Helpdesk Analyst
Location
EST (UTC-5)
Posted
2 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
EHR Helpdesk Analyst
InstantServe LLC
Role 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 patient-care systems. 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. Qualifications - Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. (Required) - Proficient with ServiceNow or other enterprise ticketing systems. (Required) - In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). (Required) - 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) Requirements - Absences greater than two weeks MUST be approved by CAI management in advance. - Candidate must understand this is a first shift position with working requirements of 7:00 AM EST - 3:30 PM EST, including weekends and holidays. - Candidates must be able to attend a remote webcam interview.
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