EHR Helpdesk 2nd Shift Lead

HighCloud Solutions; North Carolina; Hybrid; USD 85,000 - 110,000; Full time

Job summary

A leading company in IT services is seeking an EHR Helpdesk 2nd Shift Lead at their Research Triangle Park location. This role requires significant experience in supporting Epic EHR applications and leading a team in a dynamic healthcare environment. Ideal candidates will possess a strong understanding of clinical workflows and operational excellence, alongside expertise in using ServiceNow. Join us for a fulfilling career where you can make a real impact in the healthcare sector.

Qualifications

• Minimum of 3 years supporting Epic and healthcare applications.
• Experience supervising or mentoring helpdesk teams in a healthcare setting.

Responsibilities

• Serve as the highest escalation point for complex Epic-related incidents.
• Lead helpdesk operations during shift, guiding and mentoring team members.
• Monitor ServiceNow ticket queues to ensure SLAs are met.

Skills

Proficiency with ServiceNow

Strong understanding of clinical workflows

Education

Bachelor's degree in Information Technology

Health Informatics

Job description

1 week ago Be among the first 25 applicants

Title EHR Helpdesk 2nd Shift Lead Location Research Triangle Park, NC (Hybrid) Duration 12 Months Interview Type Webcam Interview Only Job Type C2C,W2 Job Description

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.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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