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

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