What are the responsibilities and job description for the Epic Helpdesk Analyst position at Infojini Inc?
The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across multiple healthcare facilities. This role supports clinical and administrative staff by resolving technical issues and ensuring system reliability and user satisfaction.
Key Responsibilities:
• Provide support for Epic applications, workflows, access, printing, and integration issues
• Troubleshoot Epic and other clinical application issues
• Support remote desktops, printers, mobile devices, and peripherals
• Assist with Epic account provisioning, password resets, and access requests
• Monitor ServiceNow queues and resolve incidents within SLA guidelines
• Participate in go-live support and system upgrade activities
• Maintain SOPs, documentation, and knowledge base articles
• Support HIPAA compliance, downtime communications, and change management activities
Required Skills:
• Minimum 2 years of Epic technical support experience in healthcare or clinical environments
• Experience with ServiceNow or enterprise ticketing systems
• Strong understanding of EHR platforms such as Epic, Cerner, or Allscripts
• Experience troubleshooting clinical applications and workflows
• Excellent communication and customer support skills
Highly Desired:
• Epic certification (EpicCare, Ambulatory, Security, Service Desk, etc.)
• Experience supporting Epic Ambulatory, Inpatient, ASAP, or HIM modules