EHR Helpdesk Shift Lead

DataStaff, Inc. is currently seeking a EHR Helpdesk Shift Lead for a long-term contract opportunity with one of our direct clients in Raleigh, NC.

*This position is hybrid
Responsibilities:

• Serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk.
• 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.
• 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 Skills:

• Bachelor s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• 3 Years - 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

Desired Skills:

• Strong understanding of clinical workflows and healthcare operations.

This position is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.