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

5 years

of Application Support experience.

3 years

of technical troubleshooting (hardware/software/network).

3 years

of experience supporting remote users.

EHR experience (Oracle Health Millennium / Cerner)

Highly Desired .

Experience with

ServiceNow

or similar ITSM tools

Highly Desired .

Strong written and verbal communication skills.

Ability to handle multiple priorities in a fast-paced environment.

Commitment to providing excellent customer service to users with varying technical skills.

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