Technical Support Specialist – Epic MyChart Service Desk Analyst

About the role

The Epic MyChart Service Desk Analyst provides frontline technical support for Epic MyChart, the patient portal used by hospitals and clinics. You will assist patients, caregivers, providers, and staff with account access, portal functionality, and troubleshooting across web and mobile platforms.

Key responsibilities

• Serve as the primary point of contact for MyChart support requests, handling activation, login, password resets, and proxy access.
• Troubleshoot issues related to appointments, messaging, test results, medication refills, bill payments, and telehealth visits.
• Support MyChart mobile applications on iOS and Android devices.
• Document all interactions and resolutions in the ticketing system and monitor ticket queues to meet SLA targets.
• Validate patient identity, manage account provisioning, and ensure HIPAA compliance.
• Escalate complex issues to senior Epic analysts or technical services as needed.
• Create and maintain knowledge‑base articles and suggest process improvements.

Required profile

• Associate’s or Bachelor’s degree in IT, Healthcare Administration, Health Informatics or related field, or equivalent experience.
• 1–3 years of service‑desk, help‑desk, or healthcare‑IT support experience.
• Experience with patient‑facing applications or healthcare systems.
• Strong verbal and written communication skills and a customer‑service mindset.

Required skills

• Epic MyChart support (proficiency, accreditation or certification preferred).
• Ticketing platforms such as ServiceNow, Jira, or Remedy.
• Mobile device and browser troubleshooting (iOS, Android).
• Microsoft Office 365.
• Basic Active Directory and identity‑management concepts.
• Password management and account provisioning tools.
• Remote support utilities.