EPIC/EHR Helpdesk Shift Lead: 1+ Yr Project Raleigh NC: Remote Now/Onsite later.

Overview

Hybrid
$60 - $65
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

AS PER PROJECT DESCRIPTION & ALL REQUIRED/HIGHLY DESIRED SKILLS DETAILED UNDER JOB DESCRIPTION.

Job Details

Project is Remote Now but may become Onsite once all staff returns to work in office,

NCDHHS 763719: 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.
  • Required / Desired 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.

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

Question 11

Please note the years AND location for this candidate's Epic experience.

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.