Position: EMR Help Desk Analyst (Epic / MyChart – Tier 1)

Location: Minneapolis, MN (Remote)
Shift: Must be open to working between 8:00 AM – 8:00 PM CT

Role Overview

We are seeking an EMR Help Desk Analyst to provide Tier 1 support for Epic EMR and MyChart users. This role is customer-facing and ideal for candidates with healthcare IT support experience who are comfortable working in a fast-paced help desk or call center environment.

The analyst will handle inbound and outbound support requests, document issues, resolve common EMR-related problems, and escalate complex issues as needed while ensuring excellent customer service.

Key Responsibilities

• Provide Tier 1 support for:

  • Epic EMR

  • MyChart (patient portal)

• Handle inbound and outbound calls in a help desk or call center environment

• Troubleshoot common EMR access, navigation, and usage issues

• Log, track, and resolve tickets using a ticketing system ( ServiceNow preferred)

• Escalate unresolved or complex issues to Tier 2/3 teams following defined procedures

• Create and maintain knowledge base articles, FAQs, and tip sheets

• Follow SLAs, documentation standards, and healthcare compliance requirements

• Deliver a high level of customer service to clinicians, staff, and/or patients

Required Skills & Experience

• Hands-on experience providing Epic EMR Tier 1 support

• Hands-on experience providing MyChart Tier 1 support

• Prior experience in a help desk or call center environment

  • Technical or healthcare IT support experience preferred

• Experience using ticketing systems

  • ServiceNow experience preferred

• Experience creating:

  • Knowledge base articles

  • User tip sheets and support documentation

• Strong verbal and written communication skills

• Ability to multitask and work efficiently in a high-volume support environment

• Willingness to work a flexible shift between 8 AM – 8 PM CT

Preferred Qualifications

• Healthcare IT or EMR support background

• Familiarity with Epic workflows and patient-facing systems

• Understanding of HIPAA and healthcare data privacy principles

• Experience supporting clinicians or patient portals

Work Environment

• Fully remote

• Collaborative help desk team

• Fast-paced, service-oriented environment