Helpdesk Analyst 3rd Shift

Role Overview: You will be responsible for providing advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. Your role will involve ensuring timely and accurate resolution of IT issues, promoting system reliability, and enhancing end-user satisfaction. Key Responsibilities: - Provide support for Epic applications, workflows, access, printing, and integration issues. - Act 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. - Offer 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). - Aid in 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. - Provide 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. Qualifications Required: - 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). - 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.,