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