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EHR Helpdesk Analyst 2nd Shift

HighCloud Solutions

Research Triangle Park, NC, North Carolina

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JOB DETAILS
SKILLS
Analysis Skills, Behavioral Health, Cerner, Change Management, Clinical Information Systems, Clinical Support, Computer Security, Customer Satisfaction, Desktop Administration, Documentation, Epic Systems, HIPAA (Health Insurance Portability and Accountability Act), Health Informatics, Health Information Technology, Healthcare, Help Desk, IT Governance, Identify Issues, Information Technology & Information Systems, Knowledge Base, Maintain Compliance, Medical Record System, Mobile Devices, Patient Care, Peripheral Hardware, Printers, Printing, Problem Solving Skills, Service Level Agreement (SLA), ServiceNow, Software Administration, Standard Operating Procedures (SOP), Systems Administration/Management, Systems Reliability, Technical Support, Time Management, Training/Teaching, Usability Engineering
LOCATION
Research Triangle Park, NC, North Carolina
POSTED
30+ days ago
Title EHR Helpdesk Analyst 2nd Shift
Location Research Triangle Park, NC (Remote) 
Duration 11 Months
Interview Type Webcam Interview Only
Job Type C2C,W2
  
Job Description 

The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across13 state-operated behavioral healthcare facilities.

2nd 3 PM – 11:30 PM

  • 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.
  • This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.
  • Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care

Key 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.

 

Skill
Required / Desired
Amount
of Experience
Minimum of 2 years providing Epic technical support in a healthcare or clinical environment.
Required2Years
Proficient with ServiceNow or other enterprise ticketing systems.
Required2Years
In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts).
Required2Years
Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk).
Highly desired  
Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).
Highly desired  
 

About the Company

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HighCloud Solutions