Epic EHR Helpdesk Analyst - Raleigh, NC - Contract Position
About The Position
Provides advanced Epic EHR support across 13 facilities. 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.
Requirements
- Minimum of 2 years providing Epic technical support in a healthcare or clinical environment.
- Proficient with ServiceNow or other enterprise ticketing systems.
- In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts).
Nice To Haves
- Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk).
- Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
