IT Epic Electronic Health Helpdesk Analyst (NC764888)
*JOB HOURS: 11pm - 7:30am*
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
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Provide support for Epic applications, workflows, access, printing, and integration issues.
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Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
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Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.
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Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.
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Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
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Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).
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Assist with Epic user account provisioning, role changes, template assignments, and security access requests.
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Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).
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Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
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Maintain documentation, knowledge base articles, and standard operating procedures.
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Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
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Support change management and scheduled downtime communications as needed.
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Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.
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Escalate critical issues and downtime events according to established protocols.