Job Title: Assistant IT Operations & EHR Manager
Location: Shelton, CT
Position Type: Full-Time
Position Overview
The Assistant IT Operations & EHR Manager responsible for providing day-to-day technical support to employees while serving as a key resource for Epic EHR workflow optimization across the organization. This role combines traditional IT Help Desk responsibilities with network support, Epic application support, user training, workflow analysis, and project coordination.
This individual will serve as the primary escalation point for technical issues, ensure the stability and performance of the organization’s network infrastructure, and either bring or develop strong proficiency in Epic EHR workflows through structured training. The Assistant IT Operations & EHR Manager works closely with clinical, operational, and administrative teams to ensure technology solutions support efficient patient care and business operations.
This position reports to the IT Director and serves as a technical lead for end-user support, Epic workflow assistance, and technology initiatives.
Essential Duties and Responsibilities
IT Help Desk & Network Support
- Serve as the primary escalation point for Tier I and Tier II technical support issues
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and peripherals
- Manage user accounts, passwords, permissions, and access requests
- Troubleshoot Microsoft Windows, Microsoft 365, networking, printing, and hardware issues
- Assist in maintaining network infrastructure including routers, switches, firewalls, and wireless systems
Epic EHR Support & Workflow Optimization
- Provide organization-wide support for Epic workflows across clinical and operational departments
- Develop proficiency in Epic EHR workflows (training provided for candidates without prior Epic experience)
- Assist users with workflow questions, troubleshooting, and best practices
- Collaborate with Epic analysts and implementation teams to resolve application issues
- Develop training materials, tip sheets, and workflow documentation
- Conduct one-on-one and group training sessions for new and existing employees
Leadership & Administrative Responsibilities
- Assist the IT Director with daily operations and departmental priorities
- Help prioritize incoming support requests and coordinate workload
- Assist in developing IT policies, procedures, and standard operating procedures
- Maintain confidentiality of patient, employee, and organizational information in compliance with HIPAA and organizational policies
- Participate in after-hours or on-call support as needed
Qualifications
Required
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field, or equivalent experience
- Minimum of 3 years of IT Help Desk or systems support experience
- Strong working knowledge of Microsoft Windows, Microsoft 365, Active Directory, and basic networking
- Demonstrated ability to troubleshoot hardware, software, and connectivity issues
- Excellent communication, problem-solving, and customer service skills
- Ability to manage multiple priorities in a fast-paced environment
- Willingness and ability to learn Epic EHR workflows through on-the-job training
Preferred
- Experience supporting Epic EHR or other healthcare systems
- Experience supporting network infrastructure (routers, switches, firewalls, Wi-Fi)
- Experience supporting multi-site healthcare organizations
- IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
Physical Requirements
- Ability to lift and move computer equipment up to 50 pounds
- Ability to work at a computer for extended periods
- Ability to travel between company locations as needed
