EHR Helpdesk Analyst

Cynet Systems Inc; Raleigh (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT firm is seeking an IT Support Specialist in Raleigh, NC, to provide crucial support for Epic applications and healthcare IT systems. The role includes troubleshooting, user assistance, and collaborative efforts with technical teams to ensure seamless IT operations while adhering to security policies and governance. This is a valuable opportunity for professionals with experience in healthcare IT support.

Qualifications

• Experience with Epic applications and EHR systems.
• Strong troubleshooting and user support skills.
• Knowledge of IT governance policies, particularly HIPAA.

Responsibilities

• Provide support for Epic applications and various IT issues.
• Monitor ServiceNow queues for incident resolution.
• Deliver end-user training and ensure compliance with security policies.

Skills

Troubleshooting

User Support

Documentation

HIPAA Compliance

Job description

Job Description:

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.