Overview
On Site
Hybrid
USD 40.00 per hour
Full Time
Skills
Information Technology
Supervision
IT Management
Technical Support
Operational Excellence
Health Care
Collaboration
Coaching
ServiceNow
Service Level
Health Informatics
Management
Distribution
Epic
Technical Writing
Workflow
Knowledge Base
Mentorship
Help Desk
Customer Service
Reporting
Leadership
Job Details
Date Posted: 10/01/2025
Hiring Organization: Rose International
Position Number: 489379
Industry: Government/Staffing
Job Title: EHR Helpdesk 2nd Shift Lead
Job Location: RTP, NC, USA, 27709
Work Model: Hybrid
Work Model Details: This position requires on-site 2-3 days a week
Shift: 2nd Shift (3PM EST to 11:30 PM EST)
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 11
Min Hourly Rate($): 40.00
Max Hourly Rate($): 48.00
Must Have Skills/Attributes: Documentation, EPIC, Helpdesk, Infrastructure, ServiceNow
Experience Desired: Strong understanding of clinical workflows and healthcare operations (1 yrs)
Required Minimum Education: Bachelor's Degree
**C2C is not available**
Job Description
***Only qualified EHR Helpdesk 2nd Shift Lead candidates located in the Raleigh, NC area will be considered due to the position requiring an onsite presence***
Required Education:
Bachelor's degree in information technology, Health Informatics, or related field, or equivalent combination of education and experience
Required Skills:
Minimum of 3 years supporting Epic and healthcare applications (3 Years)
Proficiency with ServiceNow (3 Years)
Experience supervising or mentoring helpdesk teams in a healthcare setting (3 Years)
Desired Skills:
Strong understanding of clinical workflows and healthcare operations
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
Job 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
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Hiring Organization: Rose International
Position Number: 489379
Industry: Government/Staffing
Job Title: EHR Helpdesk 2nd Shift Lead
Job Location: RTP, NC, USA, 27709
Work Model: Hybrid
Work Model Details: This position requires on-site 2-3 days a week
Shift: 2nd Shift (3PM EST to 11:30 PM EST)
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 11
Min Hourly Rate($): 40.00
Max Hourly Rate($): 48.00
Must Have Skills/Attributes: Documentation, EPIC, Helpdesk, Infrastructure, ServiceNow
Experience Desired: Strong understanding of clinical workflows and healthcare operations (1 yrs)
Required Minimum Education: Bachelor's Degree
**C2C is not available**
Job Description
***Only qualified EHR Helpdesk 2nd Shift Lead candidates located in the Raleigh, NC area will be considered due to the position requiring an onsite presence***
Required Education:
Bachelor's degree in information technology, Health Informatics, or related field, or equivalent combination of education and experience
Required Skills:
Minimum of 3 years supporting Epic and healthcare applications (3 Years)
Proficiency with ServiceNow (3 Years)
Experience supervising or mentoring helpdesk teams in a healthcare setting (3 Years)
Desired Skills:
Strong understanding of clinical workflows and healthcare operations
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
Job 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
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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.