MethodHub

Compensation

Full Description

EHR Helpdesk Analyst 2nd Shift Location: Fully Remote Duration: 1 year 2nd Shift: 3 PM – 11:30 PM EST 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.