Helpdesk Analyst

Act as the primary point of contact for IT support related to Epic EHR and other healthcare applications. Provide support for Epic workflows, user access, printing, and system integrations. Troubleshoot complex application, workflow, and account-related issues. Deliver remote desktop support for computers, printers, mobile devices, and peripherals. Manage user accounts including provisioning, password resets, and access requests. Monitor and manage ServiceNow ticket queues, ensuring timely resolution per SLAs. Support Epic user provisioning, role changes, and security access management. Participate in go-live support, system upgrades, and Technical Dress Rehearsals (TDRs). Collaborate with cross-functional teams including clinical informatics and application analysts Maintain documentation, SOPs, and knowledge base articles Provide informal training and guidance to end-users on Epic system usage Support change management and communicate scheduled downtimes Ensure compliance with HIPAA, IT security, and organizational policies Escalate critical incidents and downtime events as required #J-18808-Ljbffr