Description

The 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 ensures 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 is responsible for resolving both Epic and non-Epic related issues, contributing to the stability and usability of the system to support high-quality patient care.

Company Culture and Environment

The work environment fosters collaboration, teamwork, and a commitment to patient care. Employees work together to ensure the efficient functioning of systems that directly impact healthcare delivery.

Career Growth and Development Opportunities

This position offers opportunities to collaborate with clinical informatics and technical teams, providing a pathway for professional development and career advancement within the healthcare IT sector.

Detailed Benefits and Perks

While specific benefits are not detailed in the job description, the role likely includes standard healthcare benefits, given the nature of the position in a healthcare setting.

Compensation and Benefits

• Competitive salary based on experience
• Health and wellness benefits
• Opportunities for training and development
• Supportive work environment for career growth

Why you should apply for this position today

This role is essential in ensuring the smooth operation of critical healthcare systems that directly affect patient care. You will have the opportunity to make a significant impact while working in a collaborative environment.

Skills

• Proficiency in supporting Epic applications and workflows
• Strong troubleshooting skills for complex application and workflow issues
• Familiarity with ServiceNow or similar incident management tools
• Ability to provide remote desktop support for various devices
• Excellent communication and interpersonal skills
• Understanding of HIPAA and IT governance policies

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.
• Provide basic remote desktop support across all facilities.
• Assist users with account provisioning, password resets, and Epic access requests.
• Monitor ServiceNow queues and manage incident resolution per service level agreements (SLAs).
• Collaborate with clinical informatics and technical teams for coordinated support.
• Maintain documentation and knowledge base articles.

Qualifications

• Prior experience in a helpdesk or technical support role
• Knowledge of healthcare IT systems, particularly Epic EHR
• Experience in troubleshooting technical issues
• Strong customer service orientation

Education Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred

Education Requirements Credential Category

• Relevant certifications in IT support or healthcare technology are a plus

Experience Requirements

• 2+ years of experience in a technical support role, preferably in healthcare
• Familiarity with electronic health record systems and clinical applications is preferred

Why work in Raleigh, NC

Raleigh offers a vibrant community with a rich history and culture, along with a growing tech industry. The city provides numerous recreational opportunities, a diverse culinary scene, and a strong emphasis on work-life balance, making it an ideal location for both personal and professional growth.