Epic Systems

Epic Systems Support Jobs

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Today

Epic Help Desk

Wipro Limited Minneapolis, MN

Minneapolis, MN

Today

$45k - $121k/yr Full time Customer Support Electronic Medical Records End User Support

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Job Description

Onsite in Minneapolis, MN, Wipro Limited offers an Epic Help Desk role with a salary range of USD 45,000 to 121,000 per year. Benefits include medical and dental options, disability insurance, paid time off including sick leave, and other paid and unpaid leave options. This position focuses on resolving priority incident tickets and service requests while providing Epic EMR Tier 1 and MyChart Tier 1 support in a help desk environment. The role involves incident analysis, change request preparation, and contributing to continuous service improvement to ensure timely resolutions and high client satisfaction.

Responsibilities

Handle high priority incident tickets and service requests
Participate in incident analysis
Assist in preparing change requests
Contribute to ongoing service improvement initiatives
Ensure prompt responses to all tickets raised by client end users
Provide solutions for service requests while maintaining quality standards
Act as custodian of the client network, server, system, storage, platform, and related infrastructure, monitoring proper operation
Monitor ticket volume via dial-in, email, chat, and IMS, ensuring solutions within defined timeframes
Perform root cause analysis of tickets and create action plans to achieve client satisfaction
Accept and resolve high priority tickets with immediacy
Install and configure software and hardware per service requests
Adhere 100 percent to defined response times by issue priority to manage expectations and minimize escalations
Provide application and user access as required by the client to enable timely solutions
Track all tickets from acceptance to resolution against defined SLAs
Maintain timely backups of important data and logs to ensure quality outcomes
Coordinate with on-site teams for complex problem resolution and timely client servicing
Review logs gathered by chat bots to ensure timely resolution of service requests and issues

Requirements

Experience delivering Epic EMR Tier 1 and MyChart Tier 1 support
Background in a help desk or call center environment with inbound and outbound technical support
Experience writing knowledge base articles and tip sheets
Familiarity with ticketing systems, with ServiceNow experience preferred

Technologies

Epic EMR
MyChart
ServiceNow
Chatbots

Benefits

Medical and dental benefits options
Disability insurance
Paid time off including sick leave
Other paid and unpaid leave options

Mandatory Skills

Desktop Support

Experience

3 to 5 years of relevant experience

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2d ago

EHR Helpdesk Analyst

Software Technology Inc Remote 🌍 Remote

Remote

2d ago

Contract Application Support EHR Electronic Medical Records

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Job Description

What we offer

Software Technology Inc provides a remote contract role as an EHR Helpdesk Analyst. This position delivers advanced technical support for Epic EHR and related clinical applications across 13 state operated behavioral healthcare facilities. You will be the initial IT support contact, helping ensure timely resolution and reliable operation of Epic and related systems. The role supports go live events and system upgrades, develops documentation and knowledge base resources, and offers opportunities to collaborate with clinical informatics, application analysts, and technical teams. A strong emphasis on HIPAA, security, and IT governance guides all activities, contributing to high quality patient care and end-user satisfaction.

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.

Technologies

Epic
ServiceNow

About the role

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. Working within the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic issues, contributing to the stability and usability of the system in support of high-quality patient care. The role emphasizes collaboration with clinical and technical teams to maintain reliable IT services and end-user satisfaction.

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Epic Systems Support Jobs

Epic Help Desk

EHR Helpdesk Analyst

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