Help Desk Analyst

InfoStride; North Carolina; On-site; USD 65,000 - 85,000; Full time

Job summary

A healthcare solutions company is seeking an EHR Helpdesk Analyst for a remote position focused on providing technical support for Epic applications and user access. Responsibilities include troubleshooting user issues, managing tickets, and ensuring compliance with security policies. Candidates should have at least 2 years of experience in Epic technical support within the healthcare sector. This is a 2nd shift role, with ample opportunities for system enhancements and user training.

Qualifications

• 2+ years of Epic technical support experience in healthcare.
• Experience with ServiceNow or enterprise ticketing systems.
• Strong understanding of EHR platforms (Epic, Cerner, Allscripts).

Responsibilities

• Provide support for Epic applications, workflows, access, and integrations.
• Troubleshoot application and user account issues.
• Assist with password resets and access provisioning.
• Manage tickets in ServiceNow.
• Support go-live and system upgrades.
• Maintain documentation and knowledge base articles.
• Ensure HIPAA and security compliance.
• Escalate critical incidents as needed.

Skills

Epic technical support experience

Experience with ServiceNow

Strong understanding of EHR platforms

Job description

Overview

Job Title: EHR Helpdesk Analyst – 2nd Shift

Location: Fully Remote

Duration: 03/02/2026 – 03/01/2027

Shift: 3:00 PM – 11:30 PM EST

Interview: Webcam Only

Responsibilities

• Provide support for Epic applications, workflows, access, and integrations
• Troubleshoot application and user account issues
• Assist with password resets and access provisioning
• Manage tickets in ServiceNow (or similar system)
• Support go-live and system upgrades
• Maintain documentation and knowledge base articles
• Ensure HIPAA and security compliance
• Escalate critical incidents as needed

Required Skills

• 2+ years of Epic technical support experience in healthcare
• Experience with ServiceNow or enterprise ticketing systems
• Strong understanding of EHR platforms (Epic, Cerner, Allscripts)

Highly Desired

• Experience supporting Epic modules like Ambulatory, Inpatient, ASAP, or HIM