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Datasoft Technologies, Inc. · 3 months ago

Helpdesk Analyst 2nd Shift

Full-time

Hybrid

New Grad, Entry Level

DataSoft Technologies, Inc. is a highly recognized provider of professional IT Consulting services in the US. They are seeking a Helpdesk Analyst to provide advanced technical support for the Epic electronic health record system and related clinical applications, ensuring timely resolution of IT issues and promoting end-user satisfaction.

ComputerInformation TechnologyProfessional ServicesRecruitingSoftwareStaffing Agency

H1B Sponsor Likely

Responsibilities

The Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction

Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care

Provide support for Epic applications, workflows, access, printing, and integration issues

Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems

Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems

Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities

Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting

Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs)

Assist with Epic user account provisioning, role changes, template assignments, and security access requests

Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs)

Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support

Maintain documentation, knowledge base articles, and standard operating procedures

Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques

Support change management and scheduled downtime communications as needed

Ensure adherence to HIPAA, security, and IT governance policies in all technical activities

Escalate critical issues and downtime events according to established protocols

Qualification

Epic EHR supportTechnical troubleshootingRemote desktop supportServiceNow managementUser training

Required