IT Operations & EHR Lead — Epic Workflow Specialist

Pediatric Healthcare Associates; Shelton (CT); On-site; USD 85,000 - 110,000; Full time

Job summary

Pediatric Healthcare Associates in Shelton, CT seeks an Assistant IT Operations & EHR Manager to provide day-to-day technical support and optimize Epic EHR workflows.

This role blends IT help desk duties with network support, user training, workflow analysis, and project coordination, reporting to the IT Director. You will be the primary escalation point for issues, help ensure network stability, and lead end-user support and technology initiatives across the organization.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field.
• Minimum of 3 years of IT Help Desk or systems support experience.
• Strong working knowledge of Microsoft Windows, Microsoft 365, Active Directory, and basic networking.
• Demonstraed ability to troubleshoot hardware, software, and connectivity issues.
• Excellent communication, problem-solving, and customer service skills.

Responsibilities

• Serve as the primary escalation point for Tier I and Tier II technical support issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and peripherals.
• Manage user accounts, passwords, permissions, and access requests.
• Troubleshoot Windows, Microsoft 365, networking, printing, and hardware issues.
• Assist in maintaining network infrastructure including routers, switches, firewalls, and wireless systems.
• Provide organization-wide support for Epic workflows across clinical and operational departments.
• Develop proficiency in Epic EHR workflows (training provided).
• Assist users with workflow questions, troubleshooting, and best practices.
• Collaborate with Epic analysts and implementation teams to resolve application issues.
• Develop training materials, tip sheets, and workflow documentation.
• Conduct one-on-one and group training sessions for new and existing employees.
• Assist the IT Director with daily operations and departmental priorities.
• Help prioritize incoming support requests and coordinate workload.
• Assist in developing IT policies, procedures, and standard operating procedures.
• Maintain confidentiality of patient, employee, and organizational information in compliance with HIPAA.
• Participate in after-hours or on-call support as needed.

Skills

Windows

Microsoft 365

Active Directory

Networking

Customer service

Training

Education

Associate’s or Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field

Tools

Epic EHR

Job description

Pediatric Healthcare Associates in Shelton, CT seeks an Assistant IT Operations & EHR Manager to provide day-to-day technical support and optimize Epic EHR workflows.

This role blends IT help desk duties with network support, user training, workflow analysis, and project coordination, reporting to the IT Director. You will be the primary escalation point for issues, help ensure network stability, and lead end-user support and technology initiatives across the organization.