EHR Helpdesk Analyst

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.