What are the responsibilities and job description for the EHR Helpdesk Analyst 1st Shift - Remote / Telecommute position at Cynet Systems?
We are looking for a EHR Helpdesk Analyst 1st Shift - Remote / Telecommute for our client in Raleigh, NC
Job Title: EHR Helpdesk Analyst 1st Shift - Remote / Telecommute
Job Location: Raleigh, NC
Job Type: Contract
Job Overview:
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.