Job Summary (List Format) EHR Helpdesk Analyst
- Provide advanced technical support for the Epic electronic health record (EHR) system and related clinical applications for 13 state-operated behavioral healthcare facilities.
- 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 for Epic and other clinical systems.
- Support end users with Epic application workflows, access, printing, and integration issues.
- Deliver remote desktop support for computers, printers, mobile devices, and peripherals.
- Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
- Monitor ServiceNow (or similar ticketing system) queues and resolve incidents according to service level agreements (SLAs).
- Participate in Epic user account provisioning, role changes, template assignments, and security access requests.
- Provide support during go-live events, system upgrades, and 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 Epic use and troubleshooting.
- Support change management initiatives and scheduled downtime communications.
- Ensure compliance with HIPAA, security, and IT governance policies.
- Escalate critical issues and downtime events per established protocols.