EHR Helpdesk

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Job: EHR Helpdesk 2nd Shift Lead , 3rd shift Lead (764744) (764745)

Location : RTP ,NC Hybrid

Client : state of NC

Q1.Please note the years AND location for this candidate's Epic experience.

.Candidate understands this is a 2nd shift position and will include working on nights, weekends, and holidays. 3 PM - 11:30 PM EST

.Candidate understands this is a 3rd shift position,11 PM EST - 7:30 AM EST and will include working on nights, weekends, and holidays.

The EHR Helpdesk 3rd Shift (11PM EST - 7:30 AM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required.

The EHR Helpdesk 2nd Shift (3PM EST - 11:30 PM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required.

Position Summary

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.

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

Job Type: Contract

Pay: $28.00 - $35.00 per hour

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Weekends as needed

Experience:

• supporting Epic and healthcare applications: 3 years (Required)
• ServiceNow: 3 years (Required)
• mentoring helpdesk teams in a healthcare setting: 3 years (Required)

Work Location: In person