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 Matrix:
-
Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years
-
Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years
-
In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years
-
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
Benefits at IntelliBee
-
Long-Term Stability: Join us on a multi-year opportunities with room to grow.
-
Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
-
Future Planning: Enroll in our 401(k) program and invest in your financial security.
-
GC Assistance: We support immediate Green Card processing, if required.
