Technical Support Analyst 3 - Contract Position

Contract Length : 8 months with the possibility of extending based on performance.

Richmond, VA candidates ONLY required.

Overview

The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help troubleshoot issues and configure settings among other functions. The role supports the client's Electronic Health Record initiative and helps ensure deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

Responsibilities

• Provide Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Acquire and maintain general and clinical knowledge of client and related software applications.
• Attend professional development training as instructed.
• Maintain necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, and common desktop troubleshooting.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed EHR solution at each client facility.
• Monitor KPIs and system usage metrics to identify early warning signs of functional or technical degradation.
• Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance.
• Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.
• Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors.
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment.
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
• Site Health Dashboards and associated metrics to monitor performance and identify potential issues.
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.
• Demonstrates a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).

Required / Desired Skills

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