Epic EHR Help Desk Analyst

Epic EHR Help Desk Analyst Hermez-IT Raleigh, NC Job Details Contract $40 - $50 an hour 1 day ago Qualifications Technical documentation Incident management software

HIPAA IT

experience within healthcare Remote access software Customer support ticket management ServiceNow Epic Certification Ticketing system technical support

Full Job Description Position Description:

Provides advanced Epic EHR support across 13 facilities. Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; includes weekends and holidays to ensure reliable patient‑care systems. he 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 Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; may work weekends and holidays to ensure reliable patient‑care systems. 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.

Skills Table:

Skill Required / Desired Amount of Experience Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). Highly desired Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). Highly desired. Question Candidate understand this is a first shift position and the working requirements are 7:00 AM EST - 3:30 PM EST which includes weekends and holidays. Question Your candidate must be able to attend a remote webcam interview. Do you agree to this requirement? Question Please state date and location of Epic experience.

Pay:

$40.00 - $50.00 per hour

Work Location:

Hybrid remote in Raleigh, NC 27629