About the RoleWe 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.
Key ResponsibilitiesTechnical 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
