EHR Helpdesk Analyst

Astyra Corporation; Raleigh (NC); Hybrid; USD 60,000 - 85,000; Full time

Job summary

A leading company in healthcare technology is seeking an EHR Helpdesk Analyst to provide advanced technical support for Epic EHR and related applications across various healthcare facilities. This remote position involves troubleshooting technical issues, ensuring system reliability, and delivering user training while adhering to HIPAA guidelines. Candidates should have a minimum of 2 years' experience and familiarity with EHR platforms.

Qualifications

• Minimum of 2 years providing Epic technical support.
• Proficient with ServiceNow or other enterprise ticketing systems.
• In-depth understanding of EHR platforms.

Responsibilities

• Provide support for Epic applications and troubleshoot issues.
• Serve as the initial point of contact for IT support.
• Monitor ServiceNow queues and manage incident resolution.

Skills

Technical support

EHR platforms understanding

ServiceNow proficiency

Troubleshooting

Documentation

Education

Epic certification

Tools

ServiceNow

Job description

EHR Helpdesk Analyst
*Local to Raleigh, NC only please
*This is a remote position
*This is a 3rd shift position with working hours between 7:00 AM-3:30 PM EST

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.
• 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

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.

Required Skills/Knowledge/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
• Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM)., Highly desired

Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!