EHR Tier 1 Support Specialist — Go-Live & Sustainment

STI; Richmond (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

STI in Richmond, VA seeks an EHR Application Support Specialist Tier 1 for immediate support of end users. The role focuses on first-call resolution, troubleshooting, and configuration tasks across EHR-related areas. Strong knowledge of HIPAA and ITIL processes is preferred.

At least 8+ months in an EHR support or similar environment is advantageous. The position emphasizes maintaining system health, coordinating with vendor teams, and ensuring operational readiness post go-live.

Qualifications

• Experience providing Tier 1 support for EHR end users.
• Familiarity with HIPAA policies and healthcare privacy.
• Knowledge of ITIL processes and incident management.

Responsibilities

• Provide Tier 1 clinical and end-user support for EHR and related applications.
• Triages end user issues and determines escalation needs to Tier 2.
• Perform pre- and post-go-live health checks of deployed EHR systems.
• Coordinate issue resolution with implementation, clinical, and vendor teams.
• Maintain sustainment readiness checklists and site health dashboards.
• Document issue trends and contribute to process improvements.

Skills

Tier 1 support

End-user support

Citrix troubleshooting

HIPAA knowledge

Go-live readiness

Tools

Citrix

Oracle Health

EHR systems

Job description

STI in Richmond, VA seeks an EHR Application Support Specialist Tier 1 for immediate support of end users. The role focuses on first-call resolution, troubleshooting, and configuration tasks across EHR-related areas. Strong knowledge of HIPAA and ITIL processes is preferred.

At least 8+ months in an EHR support or similar environment is advantageous. The position emphasizes maintaining system health, coordinating with vendor teams, and ensuring operational readiness post go-live.