EClinicalWorks; eCW) Help Desk & Informatics Support Specialist

Position Summary

The eCW Help Desk & Informatics Support Specialist is the first point of contact for METRO staff needing help with eClinical

Works (eCW) and related Healow tools (including Healow Check-In, Genie and more). This role troubleshoots day-to-day EHR and basic hardware/software issues, supports new-hire and ongoing user training, and helps keep support documentation and simple usage reports up to date. The ideal candidate is customer-focused, dependable, detail-oriented, and comfortable learning new software tools.

• Respond to help desk tickets, calls, and emails, providing timely first-line support for eCW and related Healow tools.
• Troubleshoot common hardware, software, access, and connectivity issues; elevate complex issues to the Division Director or appropriate IT resource.
• Document support interactions, troubleshooting steps, resolutions, and recurring issues in the ticketing or knowledge management system.
• Assist with onboarding and new-hire training on eCW workflows for medical, behavioral health, and psychiatric care staff.
• Maintain and update user guides, quick-reference materials, and FAQs; contribute to a shared library of training tools.
• Participate in testing of new eCW functionality, version upgrades, and system modifications, and report results to leadership.
• Compile basic data and reports on ticket trends, response times, and recurring issues for leadership review.
• Support process improvement efforts by flagging inefficiencies and helping implement approved changes to workflows or documentation.
• Help maintain accurate, current records within assigned systems.
• Stay current on eCW/Healow release notes and summarize relevant changes for end users.
• Travel to other METRO locations as needed to provide on-site support.
• Maintain confidentiality of patient, client, and employee information in accordance with HIPAA and other regulatory standards.
• Other duties as assigned.

• High school diploma or equivalent required; coursework or an associate degree in Information Technology, Health Information Management, or a related field preferred.
• At least 1 year of experience in a technical help desk, customer service, or systems support role; experience with an EHR system strongly preferred.
• Hands-on familiarity with eClinical
  
  Works preferred; willingness to build deeper platform expertise on the job.
• Basic understanding of computer hardware, software applications, user access, and troubleshooting methods.
• Proficiency with Microsoft Office or similar productivity tools.

• Customer Focus:
  Provides patient, professional, solution-oriented support to users at all technical skill levels.
• Attention to Detail:
  Keeps documentation, tickets, and data accurate and organized.
• Time Management:
  Prioritizes and tracks multiple open requests without losing follow-through.
• Critical Thinking:
  Asks clarifying questions, identifies root causes, and knows when to escape.
• Adaptability:
  Works well with change, new tools, and shifting priorities in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to explain technical issues in plain language to non-technical users.
• Ability to be patient, empathetic, and solution-oriented when supporting users with varying levels of technical comfort.

• Must possess and maintain a valid Florida driver’s license and proof of insurance, with reliable transportation for travel between METRO locations.
• Must pass required fingerprinting, Level II background check, and employment eligibility verification through the U.S. Department of Homeland Security’s E-Verify system ((Use the "Apply for this Job" box below).).