Fiber Customer Support Analyst Jobs in Arizona (NOW HIRING)

Salary: $96,325.00 - $134,856.00 Annually
Location : 10005 E. Osborn Rd, Scottsdale, AZ
Job Type: Full-Time
Job Number: 101222-260811
Department: Health & Human Services
Opening Date: 08/11/2026
Closing Date: 9/13/2026 11:59 PM Arizona
Definition
Position Summary: Under general supervision of the department manager. The Healthcare Electronic Health Records (EHR) Support Analyst plays a crucial role in ensuring the efficient operation and support of the EHR system within a healthcare organization. They are responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivering of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt.
Essential Functions: Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.
Examples of Tasks

1. ESA Program Participation & Support
   
   • Contributes to the development and ongoing improvement of the EHR Support Analyst (ESA) program.
   • Supports ESA program activities, ensuring goals are met in customer satisfaction, quality, and safety.
   • Takes ownership of assigned tasks or workstreams with minimal guidance.
2. User Support
   
   • Provide first-line support to end-users (providers, nurses, administrative staff).
   • Resolve login, access, and workflow issues independently; escalate complex or high-priority problems appropriately.
   • Support day-to-day troubleshooting across multiple Epic modules at a working knowledge level.
   • Serve as a resource for staff and patients on routine Epic workflows and processes.
3. Issue Resolution & Problem Solving
   
   • Identify, analyze, and resolve routine to moderately complex technical and workflow issues.
   • Document findings, provide context, and escalate complex issues to senior staff, IT, or vendors.
   • Apply problem-solving skills to recurring issues and suggest process improvements.
4. Documentation, Training & Knowledge Sharing
   
   • Develop and maintain tip sheets, guides, and support documentation with limited supervision.
   • Deliver informal training and peer-to-peer coaching for staff on Epic workflows and system use.
   • Participate in training material design and contribute to improving end-user resources.
5. System Configuration & Optimization
   
   • Assist with basic configuration requests and workflow adjustments in Epic.
   • Validate that system changes align with organizational workflows and best practices.
   • Participate in optimization activities to improve efficiency and user experience.
6. Testing, QA & Change Requests
   
   • Participate in testing of release notes, patches, and enhancements.
   • Execute assigned UAT scenarios, validating workflows after updates to ensure accuracy and compliance.
   • Provide feedback on system performance and usability.
7. Compliance & Security
   
   • Ensure adherence to HIPAA and data security standards.
   • Monitor access and report potential compliance issues to leadership.
8. Reporting & Analytics
   
   • Generate basic reports on system usage and support requests.
   • Interpret data at a basic level to identify common issues or trends.
9. Collaboration & Communication
   
   • Work collaboratively with IT, clinical staff, and other stakeholders to resolve support requests.
   • Escalate effectively while maintaining professional communication across teams.
10. Continuous Improvement & Professional Growth
    
    • Participate in process improvement initiatives to enhance patient care and clinical efficiency.
    • Stay informed on Epic updates, healthcare regulations, and best practices in EHR support.
    • Take initiative in learning new Epic functionality to build towards advanced proficiency.

Knowledge, Skills, Abilities, and Other Characteristics:

• Knowledge of the history, culture, laws, rules, customs, and traditions of the SRPMIC.
• Knowledge of healthcare operations, compliance (HIPAA), and FQHC environments preferred.
• Working knowledge of Epic (preferably OCHIN) across at least one module.
• Skilled in troubleshooting, customer service, and professional communication.
• Ability to independently resolve routine issues and escalate complex issues with context.
• Strong organizational and multitasking skills, able to prioritize work with minimal guidance.
• Demonstrates developing emotional intelligence, adaptability, and collaborative teamwork.
• Proficient in Microsoft Office, Teams, SharePoint, and Epic support tools.

Minimum Qualifications

• Education & Experience: Bachelor's degree in Healthcare Administration, Healthcare Technology, Healthcare Informatics, or a closely related discipline; equivalent professional experience considered.
  • Minimum of 3 years of full-time work experience in a clinical or healthcare IT environment.
  • Minimum of 2 years of direct Epic support experience required.
  • Epic Certification/Proficiency strongly preferred (must obtain within 12 months of hire).

• Equivalency: Any equivalent combination of experience and education that will allow the applicant to satisfactorily perform the duties of the job may be considered when filing the position.

• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

Special Requirements

• Employment is contingent upon successful completion of an extensive background check and drug screening. Employees in, and applicants applying for, jobs providing direct services to children are subject to the "Community Code of Ordinances", Chapter 11, "Minors", Article X. "Investigation of Persons Working With Children".

• Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures.

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.
"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.
In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).
Documents may be submitted by one of the following methods:
1) attach to application
2) fax (480) 362-5860
3) mail or hand deliver to Human Resources.
Documentation must be received by position closing date.
The IHS/BIA Form-4432 is not accepted.
Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.
Salt River Pima-Maricopa Indian Community Employee Benefits Overview
Salt River Pima-Maricopa Indian Community (SRPMIC) is committed to supporting the health, well-being, and financial security of our employees. We offer a comprehensive benefits package to employees, designed to enhance your quality of life both at work and at home. Below is a summary of the benefits available to SRPMIC employees. Plan details and eligibility requirements are provided upon hire and are subject to change.
Health Care Benefits
SRPMIC provides medical, dental, vision, and life insurance coverage for all regular full-time employees enrolled in standard plans. These benefits represent a significant part of your total compensation.
Medical: Choose from three plan options to fit your needs-the Low Deductible Plan, the Mid-Deductible Plan, and the High Deductible Health Plan (HDHP) with a Health Savings Account (HSA). As a self-funded plan, SRPMIC directly covers the cost of medical, pharmacy, dental, and vision services for all participants.
Dental: Enjoy nationwide access to the Humana Dental PPO/Traditional Preferred network, offering flexibility and choice in selecting dental care providers.
Vision: Coverage is provided through Davis Vision, including eye exams, lenses, frames, and contact lenses. Members also benefit from discounted rates on additional eyewear and services.
Life Insurance: All eligible employees are automatically enrolled in a fully paid basic term life insurance policy with a matching accidental death benefit.
Retirement Plans
SRPMIC supports your long-term financial goals through multiple retirement plan options:
401(k) and Roth Plans: Eligible employees can participate in both pre-tax and post-tax retirement savings plans. SRPMIC contributes 5% of your compensation to the pre-tax 401(k) and matches up to 3% of your salary deferral contributions.
Public Safety Personnel Retirement System (PSPRS): Available to eligible certified police officers and firefighters.
Arizona State Retirement System (ASRS): Available to Salt River School educators.
Health Reimbursement Arrangement (HRA): A retiree HRA with Health Equity, which is a tax-advantaged employer-funded account that retired employees (Age 55+) can use for qualified medical expenses, including some premiums, and out-of-pocket expenses such as copays and deductibles.
Paid Leave & Holidays
Annual & Sick Leave: Employees accrue separate balances for sick and annual leave each pay period. Sick leave may be used for personal or family illness and medical appointments, while annual leave covers vacation or personal time.
Holidays: SRPMIC observes 15 paid holidays each year, including two discretionary holidays and one day of birthday leave.
Other SRPMIC Paid Benefits
Short-Term Disability
Long-Term Disability
Employee Assistance Program (EAP)
SRPMIC offers a confidential Employee Assistance Program through SupportLinc, available at no cost to employees, their dependents, and household members.
Additional Voluntary Benefits
WellPath Wellness Program: A voluntary wellness initiative that encourages healthy living and rewards participation with incentives. Available to all employees and their dependents.
Flexible Spending Accounts (FSA): Administered by HealthEquity, FSAs allow you to pay for eligible health and dependent care expenses with pre-tax dollars.
Health Savings Account (HSA): Available to employees enrolled in the HDHP.
Supplemental Life & AD&D Insurance: Employees may purchase additional life and accidental death coverage for themselves and their dependents.
Public Service Loan Forgiveness (PSLF): SRPMIC is a qualified employer under the PSLF program. Employees may be eligible for federal student loan forgiveness.
At SRPMIC, we value our employees and are proud to offer benefits that support your health, well-being, and future.