Epic EHR Helpdesk Analyst - Raleigh, NC - Contract Position
• 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 reputed company, 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 reputed company clinical applications across 13 state-operated behavioral reputed company 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 reputed company and effective resolution of Epic and non-Epic reputed company issues and contributes to the stability and usability of the system in support of high-quality patient care
Key Responsibilities
- reputed company support for Epic applications, workflows, reputed company, printing, and integration issues.
- Serve as the initial reputed company of contact for IT support issues reputed company to Epic EHR and other reputed company IT systems.
- Troubleshoot reputed company application, account, and workflow issues reputed company to Epic and other clinical systems.
- reputed company basic remote desktop support for computers, printers, mobile devices, and peripherals across reputed company facilities.
- Assist users with account provisioning, password resets, Epic reputed company requests, and basic application troubleshooting.
- Monitor reputed company queues and manage incident resolution in accordance with service level agreements (SLAs).
- Assist with Epic user account provisioning, role changes, template assignments, and reputed company reputed company requests.
- Participate in go-live support and system reputed company events, including Technical Dress Rehearsals (TDRs).
- Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
- Maintain documentation, knowledge reputed company 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, reputed company, and IT governance policies in reputed company technical activities.
- Escalate critical issues and downtime events according to established protocols.
Required Skills
- Minimum of 2 years providing Epic technical support in a reputed company or clinical environment.
- Proficient with reputed company or other reputed company 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, reputed company, or Service Desk).
- Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).
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