EHR Help Desk Analyst

Inspiring Impact

Your skills, experience, and passion are needed at Southwest Human Development, a leading nonprofit dedicated to early childhood development. Join our team and make a difference in the lives of children and families.

What You'll Do

• MyAvatar & Application Support
• Serve as the first point of contact for MyAvatar issues related to documentation workflows, scheduling, reporting, user access, and billing adjacent processes.
• Solve Tier 1 issues independently and perform Tier 2 troubleshooting for workflow, configuration, and recurring system issues.
• Escalate defects to Application Analysts or Netsmart with clear documentation and replication steps.
• Support telehealth sessions and workflows, including audio/video issues, device and browser compatibility, and real-time user assistance.
• Support software updates, patches, and enhancements by coordinating testing efforts and notifying appropriate testers.
• Execute assigned testing activities (smoke testing, regression, UAT support) and validate workflows after updates.
• Communicate update impacts, known issues, and validation outcomes to stakeholders.
• User Support & Knowledge Sharing
• Provide responsive support to providers, managers, and administrative staff.
• Develop and maintain job aids, guides, and support documentation.
• Deliver informal coaching and contribute to end-user training efforts.
• System Configuration & Optimization
• Aid with basic system configuration and maintenance (templates, reports, permissions).
• Identify opportunities to improve workflows, usability, and operational efficiency.
• Compliance, Security & Reporting
• Follow HIPAA and organizational security policies when handling PHI.
• Support access reviews, onboarding/offboarding, and basic audit activities.
• Assist with operational reporting and data gathering as needed.
• Collaboration & Continuous Improvement
• Work closely with IT, application teams, vendors, and operational partners.
• Participate in process improvement initiatives and small support projects.

What We Require

• An associate's degree or higher in Information Technology (IT) or a related field.
• 2+ years of experience in IT Help Desk, Service Desk, or Application Support.
• Experience supporting enterprise applications in a healthcare or clinical environment.
• Strong customer service and troubleshooting skills.
• Knowledge of Microsoft 365 and Windows endpoints.
• Ability to work onsite in Phoenix, AZ.
• Possess an insured & reliable vehicle and a valid AZ driver’s license.
• Experience with Netsmart MyAvatar or similar EHR preferred.
• Telehealth platform support experience preferred.
• Familiarity with Entra ID (Azure AD), Intune, or device management preferred.
• Healthcare IT or ITIL background preferred.
• Valid Arizona Fingerprint Clearance Card - OR - must qualify for a valid Arizona Level One Fingerprint Clearance Card.
• DES Criminal Affidavit Required.
• AZ DHS Criminal History Affidavit Required.
• FPC DPS Verification Required.

What We Offer

• 401(k) matching every paycheck, and generous paid time off.
• Opportunities for continued professional growth and development.
• A supportive and collaborative work environment.