Job Description

For more details, please connect with Hiba Kidwai at 640-400-8399 or email her at hibak@vgroupinc.com

Direct Client: State of North Carolina

Job Title: EHR Helpdesk Analyst

Duration: 10 Months

Location: Remote

Position Type: Contract

Interview Type: Webcam only

Ceipal ID: SNC_HD165_HK

Requirement ID: 773165

Description:

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

Key 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.

Required Skills:

• 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).

• 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).

Preferred Qualifications:

• Epic certification or training in specific modules (e.g., EpicCare Inpatient, Ambulatory, MyChart).

• Experience working in behavioral health or public health environments.

• Knowledge of HIPAA compliance and security best practices.

• ITIL certification or understanding of ITIL practices is a plus.

V Group Inc . is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.

Please share my contact information with others working in Information Technology.

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