Technical Support Analyst 3 (EHR Application Support Specialist)

Overview

Role : Technical Support Analyst 3 (EHR Application Support Specialist)

Location : Richmond, VA 23219 ( Hybrid

Duration : 8 Month Contract

Interview : Phone In-Person

EHR Experience is Mandatory

Responsibilities

• Provide Tier 1 (first call resolution) technical support for EHR applications and clinical systems.
• Troubleshoot and resolve hardware, software, and network issues.
• Perform system health checks before and after go-live to verify EHR functionality.
• Track and escalate unresolved issues to Tier 2 as needed.
• Use ServiceNow or other ITSM tools for issue tracking and SLA management.
• Monitor KPIs and system performance to identify potential problems.
• Maintain accurate documentation : issue logs, knowledge transfers, and trend analyses.
• Coordinate with technical, clinical, and vendor teams for issue resolution.
• Ensure compliance with HIPAA and other healthcare regulations.
• Deliver exceptional customer service and user support across local health departments.

Required Skills & Experience

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