IT EHR Helpdesk Analyst (NC764886)
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.