EHR Technical Support Specialist I
VALLEY-WIDE HEALTH SYSTEMS INC•La Junta, CO
•$16 - $21
About The Position
The EHR Technical Support Specialist I reports to the EHR Technical Support Manager and is responsible for serving as the front-line point of contact for EHR support. This role focuses on delivering high-quality customer service, resolving common application issues, and ensuring accurate documentation and timely escalation in accordance with established support procedures.
Requirements
- High School diploma or equivalent
- Ability to follow documented procedures and troubleshooting guides
- Strong customer service orientation and communication skills
- Demonstrates reliability, attention to detail, and willingness to learn
Nice To Haves
- Prior help desk, healthcare IT, or customer support experience preferred
- Foundational understanding of EHR workflows and healthcare terminology
Responsibilities
- Provide Tier I help desk support for EHR-related issues via phone, email, and ticketing systems
- Resolve routine issues related to user access, navigation, basic workflows, and application functionality
- Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
- Follow defined escalation paths for issues outside assigned scope
- Assist with new user onboarding and EHR application orientation
- Provide individual and small-group user training and workflow optimization support
- Create and maintain knowledge base articles, job aids, and training documentation and videos
- Maintain professional communication with users regarding issue status and expected resolution times
- Adhere to HIPAA, privacy, and organizational policies when handling PHI
- Meet established help desk performance metrics and service-level expectations
- Help Desk Metrics Alignment:
- First Contact Resolution (FCR) for standard issues
- Average Handle Time (AHT) within defined thresholds
- Ticket documentation accuracy and completeness
- Service Level Agreement (SLA) compliance for Tier 1 response and resolution
- Customer satisfaction (CSAT) scores
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
