This module turns Epic client-side literacy into applied front-line troubleshooting. Learners practice the three-step Tier 1 procedure for the three most common Epic client-side errors (basic connectivity drops, print queue stalls, and routine password resets), and warm-transfer anything beyond client-side symptoms to the Epic Analyst team. This is front-line support with a hard boundary: Tier 1 doesn't perform Epic Analyst work.

Build the health information management (HIM) literacy needed to read a healthcare support scenario and recognize which of the three concept categories is at play: record access, data lifecycle, or user permissions. This is conceptual work. HIM concepts sit at the intersection of Epic and Microsoft. A Tier 1 technician who sees the intersection routes tickets faster than one who sees only one side.

Turn HIM concept recognition into applied Tier 1 validation. Learn to run the three validation procedures a Tier 1 healthcare IT technician performs on a healthcare information systems ticket: validate user access, record availability, and approved data handling. This is checking work, not configuration work. Findings are documented and warm-transferred, not autonomously resolved.

Build the healthcare technology component literacy needed to read a support scenario and recognize which of the three endpoint categories is at play: EHR-connected workstation, telehealth endpoint, or Microsoft-managed productivity device. Each category has distinct functions, healthcare-specific characteristics, and readiness expectations. Recognition drives the checklist that Module 2 runs.

Turn endpoint category recognition into applied checklist-driven verification. Learn to run the three category-specific readiness checklists a Tier 1 healthcare IT technician performs on an endpoint before it enters a clinical shift: hardware and connectivity for EHR-connected workstations, audio/video and platform readiness for telehealth endpoints, and Intune compliance for Microsoft-managed productivity devices. This is verification work with a hard boundary. Tier 1 does not deploy or configure. Findings that require configuration or provisioning are warm-transferred to the senior deployment team.

Build applied Tier 1 telehealth pre-session support literacy. Learn to run five core pre-session readiness checks for a Microsoft Teams-based virtual healthcare visit: audio readiness, video readiness, device permissions, connectivity readiness, and meeting access readiness, so the clinician and patient step into a clean session. This is check work, not configuration work. Findings that pass move the session forward. Findings that fail are documented and, if they require configuration or provisioning action, warm-transferred to the correct specialized team.

Turn pre-session check literacy into applied failure analysis. Learn to analyze a reported telehealth failure by tracing symptoms across the five common failure point categories a Tier 1 healthcare IT technician encounters: user devices, local connectivity, Teams configuration, and scheduling access. This is analysis at CB1-appropriate depth: recognize which failure point is likely, cite the diagnostic signals, and warm-transfer to the correct specialized team without attempting to configure or deploy.

Work a coordinated time-pressured Tier 1 support ticket end-to-end. Nurse Practitioner Rivera has a scheduled outpatient telehealth follow-up visit beginning in 20 minutes with a patient who manages type 2 diabetes. She's reporting concurrent issues: her Epic Hyperspace client isn't opening the patient's chart cleanly, her workstation's readiness for the video visit is uncertain, and the Teams virtual visit link she was sent doesn't seem to be working. Your job is to work each domain through documented Tier 1 procedures, triaging the Epic chart access, validating her Health Information Management (HIM) permissions, verifying endpoint readiness, and running telehealth pre-session checks with failure point analysis, and produce a coordinated clinician communication with a proceed/delay/reschedule recommendation and rationale. This is the culminating LC 6 project: integrated Tier 1 discipline under real-time pressure, with warm-transfers to specialized teams for anything beyond the client-side scope.