EHR Help Desk Analyst – 3rd Shift

Swift Strategic Solutions Inc; Durham (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A Public Sector client seeks an EHR Help Desk Analyst to provide technical support for Epic applications. The role encompasses troubleshooting Epic and healthcare IT systems issues, along with user training and documentation maintenance. Ideal candidates have extensive Epic experience and IT support skills.

Qualifications

• Minimum of 2 years providing Epic technical support in a healthcare or clinical environment.
• Epic certification in one or more modules required.

Responsibilities

• Provide support for Epic applications, workflows, access, printing, and integration issues.
• Troubleshoot complex application, account, and workflow issues.
• Monitor ServiceNow queues and manage incident resolution.

Skills

Epic technical support

ServiceNow

EHR platforms understanding

Epic certification

Job description

1 week ago Be among the first 25 applicants

A Public Sector client of ours is looking for an EHR Help Desk Analyst – 3rd Shift to work on their ongoing project in the RTP, NC office.

Below are the additional details of this role:

Required Skills:

• 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).
• 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.

This role can be W2 or 1099/C2C and is open for anyone with valid work authorization in the US. H1B transfer candidates are more than welcome to apply for this role.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Staffing and Recruiting and Technology, Information and Media

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