Epic Technical Support

About the Role

We are seeking a highly skilled Epic Technical Support Specialist to provide advanced technical support and ensure optimal performance of Epic systems and related technologies. This role serves as a key point of escalation, working closely with internal IT teams, healthcare center staff, and third-party vendors to troubleshoot issues, support deployments, and maintain system reliability.

Why You’ll Love This Role

• 100% Remote Work – work from anywhere in the U.S.
• 100% Employer-Paid Medical Insurance
• $1,500 Annual HSA Contribution
• Generous Paid Time Off
• 403(b) Retirement Plan
• Professional Development & Education Assistance

Key Responsibilities

Technical Support & Issue Resolution

• Provide advanced troubleshooting and technical support for Epic systems and related technologies
• Research, diagnose, and resolve complex IT issues in a timely manner
• Act as escalation point for high-priority incidents and critical system issues
• Create, track, and prioritize tickets within the IT change management system

System & Project Support

• Participate in and support Epic-related IT projects, ensuring timely completion of assigned tasks
• Review and follow up with internal IT teams on ongoing initiatives
• Collaborate with third-party vendors to validate configuration and functionality within Epic environments
• Plan and execute deployment of Epic end-user devices in coordination with local IT teams

Collaboration & Training

• Work closely with internal IT teams to ensure continuous service delivery
• Lead and participate in internal and external trainings for IT staff and end users
• Maintain clear communication with stakeholders regarding issue status and project updates

Documentation & Compliance

• Create and maintain system documentation, support procedures, and application configurations
• Follow IT policies, support procedures, and user code of ethics
• Ensure HIPAA compliance and data security standards are consistently met

Required Qualifications

• 7+ years of experience in an IT-related role or bachelor’s degree in a computer-related field (or equivalent experience)
• Minimum 7+ years of experience providing technical IT support, preferably in healthcare environments
• Strong experience with IT Help Desk frameworks and service delivery models
• Experience with Microsoft technologies and/or Azure administration
• Knowledge of Multi-Factor Authentication (MFA) and One-Time Passcode (OTP) systems
• Experience supporting Epic applications (e.g., Kuiper, Satellite, LWS Records, TDR, Wisdom, Welcome)
• Experience with third-party Epic integrations (e.g., MiPACS, Imprivata, Hyland, Dragon, TrustCommerce)
• Strong understanding of workgroup computing environments (servers, desktops, networking, backup systems)
• Excellent written, communication, and interpersonal skills