EHR Help Desk Analyst

EHR Help Desk Analyst

A positive future for every child Southwest Human Development is Arizona's largest nonprofit dedicated to early childhood development. The first five years of life are the most critical in a child's development. At Southwest Human Development, our services improve lives and help families by supporting young children and their caregivers during this important time. Your skills, experience, and passion are needed at one of the nation's largest nonprofits dedicated to early childhood development. Join our team and experience a long-term career which brings joy and satisfaction in knowing you make a difference. We offer over 40 programs and services to more than 140,000 children. Why choose us? Make an impact in a child's life by promoting child health and development. 401(k) matching every paycheck, and generous paid time off. Opportunities for continued professional growth and development. Supportive and collaborative work environment.

Job title: EHR Help Desk Analyst

In this role you will:

• MyAvatar & Application Support Serve as the first point of contact for MyAvatar issues related to documentation workflows, scheduling, reporting, user access, and billing adjacent processes.
• Resolve Tier 1 issues independently and perform Tier 2 troubleshooting for workflow, configuration, and recurring system issues.
• Escalate defects to Application Analysts or Netsmart with clear documentation and replication steps.
• Support telehealth sessions and workflows, including audio/video issues, device and browser compatibility, and real time user assistance.
• Software Updates, Testing & Change Support Support software updates, patches, and enhancements by coordinating testing efforts and notifying appropriate testers.
• Execute assigned testing activities (smoke testing, regression, UAT support) and validate workflows after updates.
• Communicate update impacts, known issues, and validation outcomes to stakeholders.
• User Support & Knowledge Sharing Provide responsive support to providers, managers, and administrative staff.
• Develop and maintain job aids, guides, and support documentation.
• Deliver informal coaching and contribute to end user training efforts.
• System Configuration & Optimization Assist with basic system configuration and maintenance (templates, reports, permissions).
• Identify opportunities to improve workflows, usability, and operational efficiency.
• Compliance, Security & Reporting Follow HIPAA and organizational security policies when handling PHI.
• Support access reviews, onboarding/offboarding, and basic audit activities.
• Assist with operational reporting and data gathering as needed.
• Collaboration & Continuous Improvement Work closely with IT, application teams, vendors, and operational partners.
• Participate in process improvement initiatives and small support projects.

What it takes:

• An associate's degree or higher in Information Technology (IT) or a related field.
• 2+ years of experience in IT Help Desk, Service Desk, or Application Support.
• Experience supporting enterprise applications in a healthcare or clinical environment.
• Strong customer service and troubleshooting skills.
• Knowledge of Microsoft 365 and Windows endpoints.
• Ability to work onsite in Phoenix, AZ.
• Possess an insured & reliable vehicle and a valid AZ driver's license.
• Experience with Netsmart MyAvatar or similar EHR preferred.
• Telehealth platform support experience preferred.
• Familiarity with Entra ID (Azure AD), Intune, or device management preferred.
• Healthcare IT or ITIL background preferred.
• Valid Arizona Fingerprint Clearance Card - OR - must qualify for a valid Arizona Level One Fingerprint Clearance Card DES Criminal Affidavit Required AZ DHS Criminal History Affidavit Required FPC DPS Verification Required

SWHD takes the health and safety of our employees and the communities we serve very seriously. We strongly believe vaccination is a critical safety measure to protect each of us and the communities we serve. COVID vaccinations have proven to be highly effective at protecting people from getting COVID-19 or from getting severely ill from it. Learn more! Our core values embody Southwest Human Development's commitment to services that uplift the lives of children, families and other care providers, and the communities in which they live. These values are intended to guide the professional development, ethical conduct, and skilled practice of all our staff, whatever their specific role within the agency. All staff are valued as making essential contributions to strengthening the foundation that Arizona's children need for a great start in life. Learn more about our values and benefits here.