EHR Helpdesk
Summary
| Title: | EHR Helpdesk |
|---|---|
| ID: | 83320977 |
Description
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 |
