Epic EHR Helpdesk Analyst - Raleigh, NC - Contract Position

• Position Title: Epic EHR Helpdesk Analyst

• Location: Raleigh, NC (Fully remote, 1st shift (7AM–3:30PM EST)
• Interview: Webcam Interview Only
• Position Type: Contract

Overview:

• Provides advanced Epic EHR support across 13 facilities. Resolves technical issues, manages reputed company, and supports users; includes weekends and holidays to ensure reliable patient‑care systems.
• The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and reputed company clinical applications across 13 state-operated behavioral reputed company 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 reputed company and effective resolution of Epic and non-Epic reputed company issues and contributes to the stability and usability of the system in support of high-quality patient care

Key Responsibilities

• reputed company support for Epic applications, workflows, reputed company, printing, and integration issues.
• Serve as the initial reputed company of contact for IT support issues reputed company to Epic EHR and other reputed company IT systems.
• Troubleshoot reputed company application, account, and workflow issues reputed company to Epic and other clinical systems.
• reputed company basic remote desktop support for computers, printers, mobile devices, and peripherals across reputed company facilities.
• Assist users with account provisioning, password resets, Epic reputed company requests, and basic application troubleshooting.
• Monitor reputed company queues and manage incident resolution in accordance with service level agreements (SLAs).
• Assist with Epic user account provisioning, role changes, template assignments, and reputed company reputed company requests.
• Participate in go-live support and system reputed company events, including Technical Dress Rehearsals (TDRs).
• Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
• Maintain documentation, knowledge reputed company 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, reputed company, and IT governance policies in reputed company technical activities.
• Escalate critical issues and downtime events according to established protocols.

Required Skills

• Minimum of 2 years providing Epic technical support in a reputed company or clinical environment.
• Proficient with reputed company or other reputed company ticketing systems.
• In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts).

Highly Desired:

• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, reputed company, or Service Desk).
• Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).

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