EPIC EHR Helpdesk Shift Lead

Software Technology Inc.; Durham (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in health services seeks an EHR Helpdesk Shift Lead for a contract position. This role involves providing expert support for Epic applications, leading the helpdesk team, and ensuring high-quality technical support during the 2nd shift. The ideal candidate will have strong troubleshooting skills and experience in managing support operations.

Qualifications

• Expert-level support for Epic applications, overseeing helpdesk operations.
• Strong troubleshooting skills and experience in mentoring.
• Mid-level experience in health informatics or helpdesk management desired.

Responsibilities

• Serve as the highest escalation point for complex incidents.
• Monitor and prioritize ServiceNow ticket queues.
• Train and mentor helpdesk team members.

Skills

Troubleshooting

Technical Support

Coaching

Documentation

Job description

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Software Technology Inc. provided pay range

This range is provided by Software Technology Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$45.00/hr - $50.00/hr

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Non-IT Team Lead @ Software Technology Inc. | LinkedIn Certified Recruiter

EPIC EHR Helpdesk Shift Lead

REMOTE

1 year Contract

2nd Shift (3PM EST – 11:30 PM EST)

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Human Resources

• Industries

  Health and Human Services

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