EHR Helpdesk 1st Shift Lead

Overview

On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent

Job Details


Title EHR Helpdesk 1st Shift Lead
Location Research Triangle Park, NC (Hybrid)
Duration 12 Months
Interview Type Webcam Interview Only
Job Type C2C,W2
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. 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.



Skill
Required / Desired
Amount
of Experience
Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
 Required
Minimum of 3 years supporting Epic and healthcare applications
 Required 3 Years
Proficiency with ServiceNow
 Required 3 Years
Experience supervising or mentoring helpdesk teams in a healthcare setting
 Required 3 Years
Strong understanding of clinical workflows and healthcare operations.
 Highly desired

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