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# Epic MyChart Help Desk Analyst

- **Company:** Siri Info Solutions Inc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $31,200.0 - $35,360.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Epic Mychart, Electronic Medical Records, Servicenow
- **Published:** July 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=637ec86afb9da122

## About the Role

* Must be available to work 9:00 AM - 6:00 PM PST and be comfortable working in the PST time zone.
 * Must be actively available in the job market (not currently employed) and able to provide resignation or relieving documentation upon selection.
 * Must be able to provide educational certificates (high school diploma) upon selection.
 * Must be willing to undergo a drug screening.
 * Epic Chart experience is Must, * Experience providing both Epic EMR Tier 1 and MyChart Tier 1 support
 * Experience working in a help desk/call center environment providing inbound and outbound call support (preferably technical support in nature)
 * Experience writing knowledge base articles and tip sheets
 * Experience using ticketing systems (in this case ServiceNow experience is preferred), * Epic: 3 years (Required)
 * Epic MyChart: 3 years (Required)
 * Troubleshoot: 5 years (Required)
 * Help desk: 5 years (Required)

## Description

* Ensure timely response of all the tickets raised by the client end user
 * Service requests solutioning by maintaining quality parameters
 * Act as a custodian of clientâÂÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentâÂÂs to keep track of each of their proper functioning and upkeep
 * Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
 * Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
 * Provide an acceptance and immediate resolution to the high-priority tickets/ service
 * Installing and configuring software/ hardware requirements based on service requests
 * 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
 * Provide application/ user access as per client requirements and requests to ensure timely solutioning
 * Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
 * Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
 * Coordinate with on-site team for complex problem resolution and ensure timely client servicing
 * Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner


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