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Provides advanced Epic EHR support across 13 facilities. Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; includes weekends and holidays to ensure reliable patient-care systems.
The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.
Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care
Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; may work weekends and holidays to ensure reliable patient-care systems.
Key Responsibilities

• Provide support for Epic applications, workflows, access, printing, and integration issues.
• Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
• Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.
• Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.
• Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
• Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).
• Assist with Epic user account provisioning, role changes, template assignments, and security access requests.
• Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).
• Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
• Maintain documentation, knowledge base articles, and standard operating procedures.
• Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
• Support change management and scheduled downtime communications as needed.
• Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.
• Escalate critical issues and downtime events according to established protocols.

Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceMinimum of 2 years providing Epic technical support in a healthcare or clinical environment.Required2YearsProficient with ServiceNow or other enterprise ticketing systems.Required2YearsIn-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts).Required2YearsEpic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk).Highly desired0Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM).Highly desired0
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?Question2Candidate understand this is a first shift position and the working requirements are 7:00 AM EST - 3:30 PM EST which includes weekends and holidays. Question3Your candidate must be able to attend a remote webcam interview. Do you agree to this requirement?Question4What is your candidate's email address?Question5How soon can your candidate start if selected for this opportunity?Question6Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req?Question7Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes.Question8Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country?Question9Candidates submitted above the hourly Vendor Rate of $$$ may not be considered for this assignment. Do you agree to this requirement?Question10Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement?Question11Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate's VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440?Question12Please state date and location of Epic experience.