Helpdesk Analyst 2nd Shift

The Helpdesk Analyst 2nd Shift position at RTP, US involves providing advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. As the EHR Helpdesk Analyst, your primary responsibility is to offer technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues to promote system reliability and end-user satisfaction. Working within the centralized IT Helpdesk, you will be responsible for promptly and effectively resolving Epic and non-Epic related issues to contribute to the stability and usability of the system, ultimately supporting high-quality patient care. Your key responsibilities will include providing support for various Epic applications, workflows, access, printing, and integration issues. You will serve as the initial point of contact for IT support related to Epic EHR and other healthcare IT systems, troubleshooting complex application, account, and workflow issues. Additionally, you will offer basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Furthermore, you will assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitoring ServiceNow queues and managing incident resolution in line with service level agreements (SLAs) will also be part of your duties. You will collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support and participate in go-live support and system upgrade events. Maintaining documentation, knowledge base articles, and standard operating procedures, as well as delivering informal user training and guidance on proper Epic use and common troubleshooting techniques, are essential aspects of this role. You will support change management and scheduled downtime communications as needed and ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalating critical issues and downtime events according to established protocols will also be expected. In terms of the skill matrix required for this role, a minimum of 2 years providing Epic technical support in a healthcare or clinical environment is necessary. Proficiency with ServiceNow or other enterprise ticketing systems, along with an in-depth understanding of EHR platforms such as Epic, Cerner, and Allscripts, is essential. Epic certification in one or more modules and experience supporting Epic applications are highly desired qualifications for this position.,