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EHR Helpdesk Analyst :: Durham, NC (Remote)

ARK Solutions, Inc.

Role overview

Qualifications

  • 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) is desired.

Responsibilities

  • Support Epic applications, workflows, access, printing, and integration issues.
  • Serve as the initial contact for IT support issues related to Epic EHR and other healthcare IT systems.
  • Troubleshoot complex application, account, and workflow issues.
  • Provide basic remote desktop support for computers, printers, mobile devices, and peripherals.

Key facts

Hard skills

iKnowMed EHR ServiceNow System Level Troubleshooting Remote Desktop Services End-User Training And Support Cerner EHR Enscript

Other skills

  • Problem Solving
  • Communication

About the company

ARK Solutions, Inc. logo

ARK Solutions, Inc.

IT Services & IT Consulting

WE'RE A COMPANY THAT CARES FOR OTHERS BEYOND STAFFING OUR CULTURE SHAPES EVERYTHING WE DO. Our people, clients, and consultants matter to us more than anything. We are driven by a culture of purpose, shared values, and growth. OUR CLIENTS ARE OUR DRIVING FORCE Whether it’s finding the right candidate for a job or seamlessly managing a project end to end, our conviction and commitment to our clients runs deep. No matter what it takes, we’re devoted towards the success of your business. OUR PEOPLE ARE OUR FAMILY Our team members are our family. We’re here for you and we won’t stop until you’re exactly where you want to be. We believe in your potential and we are devoted to helping you achieve your ambition. IT’S ALL ABOUT YOU Your business is our business. We believe in making our relationship and understanding strong, and we know just how to do that. Our mantra is: analyze, identify, recruit, execute. Our mission is to create relationships, not transactions. Our promise is that we'll be there, as questions or issues arise, every step of the way. With experience in staffing and implementing projects, we thrive on sharing our experience and knowledge to help you make a success of your business. Our track record proves that clear communication and expert collaboration will boost your bottom line. ARK was formed in 2003 with the goal of becoming the supplier of choice for clients, employer of choice for our employees and contingent workforce. We provide high-volume staffing, SOW and payrolling services to structured contingent workforce programs and projects across USA. With our deep industry knowledge, business process expertise, comprehensive resources and a proven track record, ARK Solutions, Inc. can mobilize the right talent across various skills. ARK Solutions, Inc. is a certified Minority Women Owned Firm by NMSDC, State of VA, PA, NY and MD.

Company details

Company typeSME
IndustryIT Services & IT Consulting
Company size201 - 500

Links

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Job description

EHR Helpdesk Analyst (1st Shift) - Remote, Durham, NC

Duration: 12 months

The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 healthcare facilities. This role ensures timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.

  • Support Epic applications, workflows, access, printing, and integration issues.
  • Serve as the initial contact for IT support issues related to Epic EHR and other healthcare IT systems.
  • Troubleshoot complex application, account, and workflow issues.
  • Provide basic remote desktop support for computers, printers, mobile devices, and peripherals.
  • Assist with account provisioning, password resets, Epic access requests, and basic troubleshooting.
  • Monitor ServiceNow queues and manage incident resolution according to SLAs.
  • Participate in go-live support and system upgrade events.
  • Collaborate with clinical informatics and technical teams for coordinated support.
  • Maintain documentation and knowledge base articles.
  • Deliver informal user training and guidance on Epic use and troubleshooting.
  • Ensure adherence to HIPAA, security, and IT governance policies.
  • Escalate critical issues and downtime events as per protocols.

Must Have:

  • 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) is desired.
  • Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM) is desired.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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