Helpdesk Analyst 3rd Shift

As a Helpdesk Analyst working the 3rd Shift, your primary responsibility will be to provide advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities located in RTP, NC, United States. Your role will involve offering technical assistance to clinical and administrative staff to ensure timely and accurate resolution of IT issues, thereby enhancing system reliability and end-user satisfaction. You will be an integral part of the centralized IT Helpdesk team, where you will play a crucial role in promptly resolving both Epic and non-Epic related issues. Your contributions will be vital in maintaining system stability and usability to support high-quality patient care within the healthcare facilities. Key Responsibilities include: - Providing support for Epic applications, workflows, access, printing, and integration issues. - Serving as the initial point of contact for IT support related to Epic EHR and other healthcare IT systems. - Troubleshooting complex application, account, and workflow issues related to Epic and other clinical systems. - Offering basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. - Assisting users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. - Monitoring ServiceNow queues and managing incident resolution in accordance with service level agreements (SLAs). - Assisting with Epic user account provisioning, role changes, template assignments, and security access requests. - Participating in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). - Collaborating with clinical informatics, application analysts, and technical teams to ensure coordinated support. - Maintaining documentation, knowledge base articles, and standard operating procedures. - Delivering informal user training and guidance on proper Epic use and common troubleshooting techniques. - Supporting change management and scheduled downtime communications as needed. - Ensuring adherence to HIPAA, security, and IT governance policies in all technical activities. - Escalating critical issues and downtime events according to established protocols. Required Skill Matrix: - Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. - Proficiency with ServiceNow or other enterprise ticketing systems. - In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). - Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk) is highly desired. - Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM) is highly desired.,