EHR Helpdesk Analyst

Summary

Join our team as an EHR Helpdesk Analyst and provide advanced technical support for our Epic electronic health record (EHR) system across 13 behavioral healthcare facilities. You will serve as the primary point of contact for IT issues, troubleshooting complex problems and ensuring timely resolutions. Responsibilities include supporting Epic applications, workflows, and access; managing incident resolution through ServiceNow; assisting with user account provisioning and security; and collaborating with other IT teams. You will also deliver user training and maintain documentation. This is a remote, 3rd shift position located in Raleigh, NC, with a duration of 12+ months. The ideal candidate possesses extensive Epic support experience in a healthcare setting and relevant certifications.

Requirements

• 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)
• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk)

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

Preferred Qualifications

Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM)