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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # EHR Help Desk - **Company:** Child & Family Services, Inc. - **Location:** New Bedford, MA, United States - **Salary:** $49,920.0 - $58,760.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Issue Tracking Systems, Microsoft Project, Microsoft PowerPoint, EHR Systems, Electronic Medical Records, User Accounts - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ebfba1ad80af720a ## About the Role Do you have experience in Technical Proficiency?, Do you have a High school diploma or GED?, * Working knowledge of Microsoft Word, Excel, PowerPoint, and Microsoft Project. * Strong technical aptitude and foundational IT skills. * Detail-oriented with strong organizational, documentation, and time-management abilities. * Excellent verbal and written communication skills with the ability to work effectively with diverse personalities and roles. * Availability for after-hours or on-call support during emergencies or scheduled system maintenance. * Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Required Education and Experience * High School diploma or equivalent required. * Technical aptitude with demonstrated experience in EHR systems, healthcare applications, or related technology preferred. * Prior experience in a help desk, call center, or customer support role strongly preferred. * Experience working in a healthcare or clinical environment is a plus. Cultural Competency Qualifications: * Awareness of personal attitudes, beliefs, biases, and assumptions about others * Knowledge of the various dimensions of diversity, including gender, race, and ethnicity * Acknowledging that people from other cultural groups may not share the same beliefs and practices or perceive experiences in the same way * Cultural knowledge of key populations that will be served to address disparities in service delivery * Demonstrates positive attitudes towards cultural differences by showing respect and openness towards people whose social and cultural background is different from one's own * Demonstrates skills for communication and interaction across cultures, including the ability to recognize and manage personal behaviors, moods, and impulses to create an inclusive, equitable, and welcoming climate within the agency ## Description The EHR Help Desk serves as the first point of contact for employees seeking assistance with the organization's Electronic Health Record (EHR) systems. This role provides first-level (Level 1) EHR/technical and functional support, responding to issues and inquiries via phone, email, and electronic ticketing systems to ensure timely and effective resolution. The EHR Help Desk works closely with EHR Analysts, Director of HIS, IT staff and other EHR team members to triage issues, escalate complex cases, coordinate schedules and support ongoing projects. This position is critical to maintaining day-to-day EHR operations, supporting staff productivity, and ensuring a high standard of customer service while maintaining HIPAA compliance., Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. * Serve as the primary point of contact for the HIS/EHR team via phone, email, and electronic ticketing systems. * Receive, triage, and document employee EHR issues by gathering relevant details and accurately recording information in the ticketing system. * Perform initial troubleshooting and diagnostic steps to resolve common and Level 1 EHR issues. * Escalate unresolved, complex, or system-level issues to the EHR Analyst or Director of HIS, following established escalation procedures. * Deliver consistent, professional, and empathetic customer service when supporting employees. * Create and manage new hire user accounts across all EHR environments and associated systems. * Process employee terminations by disabling or removing access across EHR platforms and related system integrations. * Maintain accurate documentation of all EHR support interactions, actions taken, and resolutions. * Monitor, manage, and update help desk tickets to ensure timely resolution and compliance with established service level agreements (SLAs). * Follow up with employees to confirm issue resolution and satisfaction. * Identify recurring issues or trends and report findings to the Director of HIS for continuous improvement. * Complete routine and monthly maintenance tasks within EHR systems as assigned. * Assist with testing, configuration, validation, and implementation of EHR software upgrades and enhancements. * Provide backup coverage or project support for other HIS or EHR team members as needed. * Collaborate with EHR and Technical teams on departmental projects and initiatives. * Maintain HIPAA compliance and data security standards in all support and system interactions. ## Related Videos - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Bitcoin SV: The Massively Scaled Blockchain to Meet Developer Needs](https://www.wearedevelopers.com/videos/20-bitcoin-sv-the-massively-scaled-blockchain-to-meet-developer-needs) - [HR & Tech: Why can't we be friends?](https://www.wearedevelopers.com/videos/1493-hr-tech-why-can-t-we-be-friends) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) ## Related Articles - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Diversity Equity And Inclusion in Programming For Persons With Disability](https://www.wearedevelopers.com/magazine/80-diversity-equity-and-inclusion-in-programming-for-persons-with-disability) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)