EHR Helpdesk 2nd Shift Lead_Raleigh, NC_Hybrid

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

clinical workflows and healthcare operations.
multiple stakeholders in a healthcare environment
Information Technology
Health Informatics
supporting Epic and healthcare applications.
ServiceNow.
supervising or mentoring helpdesk teams

Job Details

Job Title: EHR Helpdesk 2nd Shift Lead

Location: Research Triangle Park, NC (Hybrid)
Shift: 3:00 PM 11:30 PM EST
Type: Contract / Hybrid

Position Overview

The EHR Helpdesk 2nd Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support within the centralized IT Helpdesk. This role provides expert-level troubleshooting, mentors lower-tier analysts, and ensures operational excellence across 13 state-operated healthcare facilities.

Key Responsibilities

  • Act as the highest escalation point for complex Epic-related incidents and service requests.

  • Provide expert support for Epic applications, including issue triage, resolution, and coordination with analysts and vendors.

  • Lead helpdesk staff during assigned shifts, providing coaching and performance oversight.

  • Monitor ServiceNow ticket queues to meet SLA requirements.

  • Collaborate with clinical informatics, application teams, and infrastructure services for cross-functional issue resolution.

  • Oversee workload distribution, shift reporting, and escalation handling.

  • Assist with Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).

  • Develop and maintain technical documentation, workflows, and knowledge base content.

  • Train and mentor team members to ensure adherence to support standards and customer service best practices.

  • Report critical incidents, risks, and patterns to leadership for further review and resolution.

Required Skills & Qualifications

  • Bachelor s degree in Information Technology, Health Informatics, or related field, or equivalent experience.

  • Minimum 3 years supporting Epic and healthcare applications.

  • Proficiency with ServiceNow.

  • Minimum 3 years experience supervising or mentoring helpdesk teams in a healthcare setting.

Preferred Skills

  • Strong understanding of clinical workflows and healthcare operations.

  • Experience coordinating with multiple stakeholders in a healthcare environment.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.