Company Overview Bigfork Valley is dedicated to providing exceptional healthcare services within a vibrant, four-season recreational community in the north woods of Minnesota. Our comprehensive medical campus features a top-ranked Critical Access hospital, along with a pharmacy, fitness center, cafeteria, daycare center, and medical clinic. We are committed to fostering a supportive environment for both our patients and staff. Job Summary Provides frontline support for the electronic health record (EHR) and related systems, serving as a primary point of contact for end users needing technical or application assistance. Troubleshoots issues, manages support tickets, supports user access and onboarding, and coordinates with IT, vendors, and operational teams to resolve system issues and improve user experience. Responsibilities Provide frontline support for EHR users across clinical, operational, and administrative departments. Troubleshoot user issues related to system access, navigation, documentation, workflows, and application functionality. Assist users with EHR features, workflows, and best practices. Support system maintenance activities, upgrades, enhancements, and testing efforts. Identify workflow challenges and recommend system-based solutions to improve efficiency and usability. Develop and maintain user guides, tip sheets, and system documentation. Coordinate with EHR vendors, IT staff, and department leaders to address system issues and enhancement requests. Participate in user training, onboarding, and adoption activities. Monitor application workqueues, errors, and system issues and ensure appropriate follow-up. Serve as the first point of contact for technical support requests and service desk inquiries. Receive, document, prioritize, and manage support tickets through resolution. Perform Tier 1 troubleshooting for software, hardware, access, and application-related issues. Escalate unresolved or complex issues to appropriate IT, vendor, or application support resources. Communicate ticket status, issue updates, and resolution information to end users. Monitor and respond to support requests in accordance with established service levels. Document troubleshooting steps, resolutions, and recurring issues within the ticketing system. Identify trends in support requests and recommend process improvements, training opportunities, or system enhancements. Assist with troubleshooting Microsoft 365 applications, including Outlook, Teams, OneDrive, and related productivity tools. Troubleshoot and resolve issues related to Windows desktop environments, hardware peripherals, printers, and basic network connectivity. Support workstation setup, deployment, and basic configuration for end users. Coordinate with infrastructure and network support resources when issues require advanced technical intervention. Provision, modify, and deactivate user accounts and role-based system access. Support employee onboarding and offboarding activities related to application access. Assist with maintenance of system configurations, templates, preference settings, and user tools. Ensure compliance with organizational security, privacy, and access management policies. Administer user accounts and security groups within Active Directory and Microsoft 365 environments. Maintain user permissions, mailbox access, distribution groups, and application access in accordance with organizational policies. Assist with identity and access management processes, including password resets, account lockouts, and multifactor authentication support. Education and Experience Associate's degree in Information Technology, Health Information Technology, Information Systems, Healthcare Administration, or a related field preferred. Equivalent combination of education and experience may be considered. Preferred experience includes supporting electronic health record systems, healthcare applications, service desk operations, or technical support functions; working with Epic, OCHIN Epic, or other healthcare information systems; managing user access and ticketing systems; and troubleshooting end-user technology issues. Experience in a healthcare environment, as well as administering Microsoft 365 and Active Directory, providing desktop support in Windows environments, and troubleshooting basic networking, workstation, printer, and connectivity issues preferred. EPIC experience is required.

EEO/AA Employer/Vets/Disability Pay:

$24.28 - $40.28 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person