EPIC EHR Helpdesk Shift Lead

Software Technology Inc.

Durham (NC)

Remote

USD 61,992 - 68,880

Full time

14 days+

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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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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