EHR Helpdesk Analyst :: Durham, NC (Remote)

EHR Helpdesk Analyst (1st Shift) - Remote, Durham, NC

Duration: 12 months

The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 healthcare facilities. This role ensures timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.

• Support Epic applications, workflows, access, printing, and integration issues.
• Serve as the initial contact for IT support issues related to Epic EHR and other healthcare IT systems.
• Troubleshoot complex application, account, and workflow issues.
• Provide basic remote desktop support for computers, printers, mobile devices, and peripherals.
• Assist with account provisioning, password resets, Epic access requests, and basic troubleshooting.
• Monitor ServiceNow queues and manage incident resolution according to SLAs.
• Participate in go-live support and system upgrade events.
• Collaborate with clinical informatics and technical teams for coordinated support.
• Maintain documentation and knowledge base articles.
• Deliver informal user training and guidance on Epic use and troubleshooting.
• Ensure adherence to HIPAA, security, and IT governance policies.
• Escalate critical issues and downtime events as per protocols.

Must Have:

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