22nd Century

Compensation

Full Description

Helpdesk Analyst provides advanced technical support for the Client system and related clinical applications across13 state-operated behavioral healthcare facilities. 2 nd 3 PM – 11:30 PM Helpdesk Analyst provides advanced technical support for the Client 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 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. Skills Skills Required Required Experience Candidate Experience Last Used 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 Client 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 Questions Questions Answers Question 1 Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? Question 2 Candidate understand this is a second (2nd) shift position and the working requirements are 3 PM – 11:30 PM EST which includes nights, weekends, and holidays. Question 3 Your candidate must be able to attend a remote webcam interview. Do you agree to this requirement? Question 4 What is your candidate's email address? Question 5 How soon can your candidate start if selected for this opportunity? Question 6 Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? Question 10 Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? Question 12 Please state date and location of Epic experience.