EHR Helpdesk

Key Responsibilities

• Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
• Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
• Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
• Monitor and prioritize Service Now ticket queues to ensure service level agreements (SLAs) are met.
• Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
• Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
• Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
• Develop and maintain technical documentation, workflows, and knowledge base content.
• Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
• Report critical incidents, risks, and patterns to leadership for further review and resolution.

• Skill
• Required /Desired
• Amount
• Of Experience
• Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• 0
• Minimum of 3 years supporting Epic and healthcare applications
• 3
• Years
• Proficiency with Service Now
• 3
• Years
• Experience supervising or mentoring helpdesk teams in a healthcare setting
• 3
• Years
• Strong understanding of clinical workflows and healthcare operations.
• Highly desired
• 0