Epic EHR Help Desk Analyst

About the Role

The Epic EHR Help Desk 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 supports 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 prompt and effective resolution of Epic and non-Epic related issues, contributing to system stability and usability in support of high-quality patient care.

Key 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.

Required Skills and Experience

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

Highly Desired Qualifications

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

Key skills/competency

• Epic EHR
• Technical Support
• ServiceNow
• Clinical Applications
• Troubleshooting
• IT Helpdesk
• HIPAA Compliance
• EHR Platforms
• Incident Management
• User Training