Ideaon · 15 hours ago
EHR Helpdesk Analyst
United States
Contract
Remote
Mid Level
$40/hr - $50/hrIdeaon is a company providing advanced technical support for the Epic electronic health record system across multiple behavioral healthcare facilities. The EHR Helpdesk Analyst is responsible for resolving IT issues, ensuring system reliability, and supporting clinical and administrative staff in their use of EHR applications.
Information Technology & Services
Hiring Manager
Nagesh Srini
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 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
Required
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
Company
Ideaon
Ideaon provides custom e-learning services, e-learning course development, blended learning, mobile e-learning and staffing services.
Founded in 2002
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase