The EHR Helpdesk Analyst will provide advanced technical support for the Epic Electronic Health Record (EHR) system and associated clinical applications across 13 state-operated behavioral healthcare facilities. This role is critical in ensuring the reliable operation and optimal performance of Epic systems by delivering timely, accurate, and courteous support to clinical and administrative staff. As part of the centralized IT Helpdesk, the Analyst will contribute to end-user satisfaction and system stability to support high-quality patient care.

*** This is a 10-month hybrid contract role. The position follows a second-shift schedule, with working hours from 3:00 PM to 11:30 PM EST ***

Key Responsibilities:

• Serve as the first point of contact for IT support related to Epic EHR and other healthcare IT systems.
• Provide support for Epic workflows, access management, printing, and system integration issues.
• Troubleshoot and resolve complex application, account, and clinical workflow-related issues.
• Offer basic remote desktop support for computers, printers, mobile devices, and other peripherals.
• Process account provisioning tasks, including Epic access requests, password resets, and security role assignments.
• Monitor and manage incident tickets in ServiceNow, ensuring timely resolution within defined SLAs.
• Assist with Epic user onboarding, including template assignment, role configuration, and security access.
• Participate in system go-lives, upgrades, and Technical Dress Rehearsals (TDRs) to ensure operational readiness.
• Collaborate with clinical informatics, application analysts, and IT infrastructure teams to coordinate solutions.
• Create and maintain user-facing documentation, knowledge base articles, and SOPs.
• Provide informal user education on Epic functionality and common troubleshooting tips.
• Support change management and communicate scheduled downtimes and system changes effectively.
• Maintain compliance with HIPAA, security standards, and IT governance policies.
• Escalate critical issues or system outages in alignment with established escalation protocols.

Basic Qualifications:

• Minimum of 3 years of experience providing technical support for Epic in a healthcare or clinical environment.
• Proficiency with ServiceNow or other enterprise-level IT ticketing systems.
• In-depth understanding of EHR platforms such as Epic, Cerner, or Allscripts.

Preferred Qualification

• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk).
• Hands-on experience supporting Epic applications, including but not limited to Ambulatory, Inpatient, ASAP, or HIM.