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 ServiceNow 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.
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
Required
0
Minimum of 3 years supporting Epic and healthcare applications
Required
3
Years
Proficiency with ServiceNow
Required
3
Years
Experience supervising or mentoring helpdesk teams in a healthcare setting
Required
3
Years
Strong understanding of clinical workflows and healthcare operations.
Highly desired
0
Apply tot his job
Apply To this Job
• 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 ServiceNow 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.
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
Required
0
Minimum of 3 years supporting Epic and healthcare applications
Required
3
Years
Proficiency with ServiceNow
Required
3
Years
Experience supervising or mentoring helpdesk teams in a healthcare setting
Required
3
Years
Strong understanding of clinical workflows and healthcare operations.
Highly desired
0
Apply tot his job
Apply To this Job