EHR Helpdesk 2nd Shift Lead (Hybrid)

Job Description

Job Description

Job Title : EHR Helpdesk 2nd Shift Lead (Hybrid)

Location : Raleigh, NC

Duration : 12 Month

Job Description :

The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.

Key Responsibilities :

• Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
• Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
• Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
• Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
• Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
• Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
• Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
• Develop and maintain technical documentation, workflows, and knowledge base content.
• Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
• Report critical incidents, risks, and patterns to leadership for further review and resolution.

Skills :

Skill Required / Desired Amount of Experience Bachelor’s degree in information technology, Health Informatics, or related field, or equivalent combination of education and experience.RequiredMinimum of 3 years supporting Epic and healthcare applications.Required3YearsProficiency with ServiceNow.Required3YearsExperience supervising or mentoring helpdesk teams in a healthcare setting.Required3YearsStrong understanding of clinical workflows and healthcare operations.Highly Desired

Powered by JazzHR

gopP5Zbz0C