• Position Title: Epic EHR Helpdesk Analyst
• Location: Raleigh, NC (Fully remote, 1st shift (7AM–3:30PM EST)
• Interview: Webcam Interview Only
• Position Type: Contract

Overview:

• Provides advanced Epic EHR support across 13 facilities. Resolves technical issues, manages access, and supports users; includes weekends and holidays to ensure reliable patient‑care systems.
• 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.

Required Skills

• 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).

Highly Desired:

• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk).
• Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).