EHR Helpdesk Analyst- REMOTE

Summary

STI is a company providing advanced technical support for the Epic electronic health record system across various behavioral healthcare facilities. The EHR Helpdesk Analyst role involves troubleshooting and resolving IT issues, ensuring system reliability, and delivering user support to enhance patient care.

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

Skills

• Advanced technical support experience for Epic electronic health record (EHR) system and related clinical applications
• Experience providing technical support to clinical and administrative staff
• Ability to troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems
• Experience providing basic remote desktop support for computers, printers, mobile devices, and peripherals
• Experience with account provisioning, password resets, Epic access requests, and basic application troubleshooting
• Ability to monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs)
• Experience with Epic user account provisioning, role changes, template assignments, and security access requests
• Participation in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs)
• Ability to collaborate with clinical informatics, application analysts, and technical teams
• Experience maintaining documentation, knowledge base articles, and standard operating procedures
• Ability to deliver informal user training and guidance on proper Epic use and common troubleshooting techniques
• Knowledge of HIPAA, security, and IT governance policies
• Ability to escalate critical issues and downtime events according to established protocols

Qualifications

Must Haves

• Advanced technical support experience for Epic electronic health record (EHR) system and related clinical applications
• Experience providing technical support to clinical and administrative staff
• Ability to troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems
• Experience providing basic remote desktop support for computers, printers, mobile devices, and peripherals
• Experience with account provisioning, password resets, Epic access requests, and basic application troubleshooting
• Ability to monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs)
• Experience with Epic user account provisioning, role changes, template assignments, and security access requests
• Participation in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs)
• Ability to collaborate with clinical informatics, application analysts, and technical teams
• Experience maintaining documentation, knowledge base articles, and standard operating procedures
• Ability to deliver informal user training and guidance on proper Epic use and common troubleshooting techniques
• Knowledge of HIPAA, security, and IT governance policies
• Ability to escalate critical issues and downtime events according to established protocols