EHR Helpdesk

Jobs via Dice; Raleigh (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading tech career destination is hiring a Help Desk Specialist in Raleigh, NC. The role requires overseeing helpdesk operations, supporting Epic applications, and providing leadership during shifts. Ideal candidates will demonstrate expertise in IT and excellent team management skills.

Responsibilities

• Serve as the highest escalation point for complex Epic-related incidents.
• Provide expert-level support for Epic applications and issue resolution.
• Lead support staff during assigned shifts with guidance and coaching.

Job description

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Job Description:

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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