EHR Helpdesk Lead (1st Shift)

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

EHR
Helpdesk
Epic
ServiceNow

Job Details

Title/Role: EHR Helpdesk Lead (1st Shift)
Work Location: RTP, NC (Hybrid)
Duration: 12 Months

Short 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.

Experience supporting Epic EHR is required.

Position Summary

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.
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