Job Description

Level 2 Service Desk Analyst – EHR Support

Position Summary

The Level 2 Service Desk Analyst provides advanced technical support for the health system’s enterprise electronic health record (EHR) applications. This role is responsible for triaging, troubleshooting, and resolving tickets related to clinical, revenue cycle, and patient access modules. Working closely with clinical, operational, and IT teams, the analyst ensures timely resolution of incidents, escalates complex issues, and contributes to maintaining system reliability and end-user satisfaction.

Key Responsibilities

• Incident Management & Troubleshooting
• Respond to escalated tickets from Level 1 service desk within defined SLAs.
• Troubleshoot EHR-related issues across revenue cycle (billing, coding, scheduling), clinical (nursing, providers, ancillary departments), and patient access modules.
• Perform root cause analysis, provide resolution or workarounds, and escalate to Level 3/application teams as needed.
• Accurately document all actions and communications in the ITSM tool.

Ticket Triage & Prioritization

• Evaluate incident priority and impact, ensuring critical issues are escalated appropriately.
• Serve as the first point of contact for moderately complex issues requiring deeper functional knowledge of EHR modules.

Collaboration & Communication

• Partner with EHR application analysts, trainers, and clinical/administrative leaders to resolve issues impacting workflows.
• Communicate technical resolutions in clear, user-friendly language.
• Provide feedback and trends to Level 1 support to improve knowledge base and reduce ticket volume.

Knowledge & Continuous Improvement

• Maintain up-to-date understanding of system upgrades, patches, and workflow changes.
• Contribute to the creation and maintenance of standard operating procedures (SOPs) and knowledge articles.
• Recommend process improvements to enhance end-user experience and system stability.

Education/Experience

• Associate’s or Bachelor’s degree in Information Technology, Healthcare Informatics, or related field preferred.
• 2+ years of IT service desk or healthcare application support experience required.
• Prior experience supporting an EHR (Epic, Cerner, Meditech, Allscripts, etc.) strongly preferred.

Skills/Competencies

• Strong knowledge of healthcare operations, including clinical workflows, revenue cycle, and patient access processes.
• Ability to troubleshoot and resolve application, workflow, and integration issues.
• Familiarity with ITIL concepts and IT service management tools (ServiceNow, Remedy, etc.).
• Strong communication and interpersonal skills to work with clinical and non-clinical staff.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Certifications (Preferred)

• ITIL Foundation certification.
• EHR module certifications (EpicCare Ambulatory, Epic Resolute, Epic Cadence, etc.) where applicable.

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