ETalentNetwork · 23 hours ago
Helpdesk Analyst 1st Shift
RTP, NC
Full-time
Onsite
Entry, Mid Level
2+ years expETalentNetwork is a company that provides advanced technical support for the Client system and related clinical applications. The Helpdesk Analyst role involves ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.
EmploymentRecruitingStaffing Agency
Responsibilities
Provide support for Epic applications, workflows, access, printing, and integration issues
Serve as the initial point of contact for IT support issues related to client 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
Required
Minimum of 2 years providing Epic technical support in a healthcare or clinical environment
Proficient with ServiceNow or other enterprise ticketing systems
In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts)
Preferred
Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk)
Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM)
Company
ETalentNetwork
E Talent Network is an Recruitment Process Outsourcing company specializes in Staffing and Recruiting.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase