EHR Helpdesk 2nd Shift Lead (Hybrid)
Job Title: EHR Helpdesk 2nd Shift Lead (Hybrid)
Location: Raleigh, NC
Duration: 12 Month
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. 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.
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 |
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