PL- Technical Support Analyst - Helpdesk

This role plays a vital role in supporting the successful implementation and sustainment phases of the VDH Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

• Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquires and maintains a general and clinical knowledge of client and related software applications.
• Attends professional development training as instructed.
• Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
• Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
• Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
• Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
• Site Health Dashboards and associated metrics to monitor performance and identify potential issues
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
• Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Required / Desired Skills

Skill

Required / Desired

Amount of Exp in yrs

Consultant Experience

Consultant Last Used

Application Support Experience.

Required

Oracle Health Millenium Cerner EHR experience

Highly desired

Strong technical troubleshooting skills for hardware, software and basic network issues.

Required

Experience using ServiceNow or other ITSM tool.

Highly desired

Experience supporting remote users.

Required

Strong written and oral communication skills.

Highly desired

Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment.

Required

Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge.

Required

Questions