EHR Helpdesk Analyst, Remote, NC, US

Intellibee; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A healthcare IT company is seeking an EHR Helpdesk Analyst to provide advanced technical support for the Epic electronic health record system across various behavioral healthcare facilities. The role involves troubleshooting issues, assisting users, and ensuring system reliability while adhering to HIPAA and IT governance policies. Ideal candidates will have at least 2 years of experience in Epic support and be familiar with healthcare IT applications.

Benefits

Long-Term Stability

Comprehensive Health Coverage

Future Planning

GC Assistance

Qualifications

• 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).

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.
• Troubleshoot complex application, account, and workflow issues.

Skills

Epic technical support

ServiceNow

EHR platforms

Job 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

Key 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.

Skill Matrix:

• 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

Benefits at IntelliBee

• Long-Term Stability:Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage:Access quality healthcare benefits to keep you and your family well.
• Future Planning:Enroll in our 401(k) program and invest in your financial security.
• GC Assistance:We support immediate Green Card processing, if required.