EHR Help Desk Technician

POSITION SUMMARY: Under general supervision of the EHR Support Services Lead, the role of the EHR Help Desk Technician is to be responsible for fielding helpdesk tickets and telephone calls focusing on answering EHR specific user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving software, hardware and network issues. Assesses and collects essential data related to the problem and employee for dispatching to the next tier of support. HER Help Desk Technician will also be required to monitor the EHR ticketing system to ensure tickets are resolved, as well as checking with other Information Services (IS) or EHR personnel to ensure tickets are handled in an efficient manner.

ESSENTIAL JOB FUNCTIONS: The list that follows is not intended as a comprehensive list, but rather to
provide a representative summary of the major duties and responsibilities. Incumbent(s) will be required
to perform a variety of duties listed, including but not limited to:

• Provide first-line help desk support for agency staff using the EHR system, handling inquiries by phone, system messaging or in person.
• Guide end-users through navigation, functionality, and best practices within the EHR system.
• Refer end-users to reference guides and FAQs on SharePoint to promote user self-sufficiency.
• Troubleshoots issues related to EHR software problems.
• Keeps ticketing system up to date, removes outdated users, updates EHR profiles, passwords etc.
• Evaluates and dispatches trouble tickets to the next level support technicians.
• Tracks progress with tickets to make sure tickets are handled in an efficient and timely manner
• Works with other support organizations to help resolve support tickets that can’t be handled in house.
• Backup to EHR staff functions as directed
• Ensure all support activities protect patient data and uphold HIPAA compliance.
• Other duties as assigned.

All NVIH employees are expected to:
Provide the highest possible level of service to customers.
Promote teamwork and cooperative effort among employees.
Maintain safe practices.
Abide by current NVIH’s policies and procedures.

Experience and Skills:

REQUIRED QUALIFICATIONS: The following knowledge, skills, and abilities are required for an employee to successfully perform their
duties.

• High School graduate, GED or equivalent. EHR Help Desk Technician job description 2025-10 FINAL.docx 2
• One (1) year of computer experience working with hardware and software required.
• Experience as a support team member for EHR software programs and training end-users on PC applications required such as experience as a champion or super-user.
• Adaptability to learn new IT concepts to enhance knowledge and customer experience.
• Ability to multitask with frequently adjusting priorities as well as handling multiple phone calls and inquiries and ability to maintain detailed records.
• Proven ability to provide excellent customer service by anticipating customer needs and leaving them feeling satisfied with their experience.
• Excellent interpersonal skills including teamwork, negotiations, working with hardware/software vendors and end users. Some experience training end-users on PC applications also required.
• Excellent written and oral communication skills, strong organizational problem-solving and analytical skills.
• Ability to think critically and provide relevant, realistic solutions to end-users.
• Self-motivated and able to work independently.
• Reliable transportation required to engage in regular attendance; occasional daily travel required.

Native Preference. Preference in filling vacancies will be given to qualified Native applicants in accordance
with Native Preference in hiring practices. In other than the above, Northern Valley Indian Health, Inc., is
an Equal Opportunity and At Will Employer.
Job Benefits:

• 14 Paid Holidays Off
• Generous PTO Policy w/ Yearly Personal Holiday
• Optional Flex Schedule for eligible work units
• Medical, Dental, and Vision insurance through Blue Shield zero cost out of pocket to employees
• Dependent coverage available
• Life Insurance
• Long Term Disability
• Great Work/Life balance with set schedule, 40 hrs/week Mon-Fri, weekends and evenings off