Helpdesk 2nd Shift Lead

V-Soft Consulting Group, Inc.; Durham (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading technology services company in the healthcare sector is seeking a Helpdesk 2nd Shift Lead in Durham, North Carolina. This role involves supervising support staff, developing technical documentation, and providing expert support for Epic applications. Candidates must have a Bachelor's degree in Information Technology and at least 3 years of experience in healthcare IT support.

Benefits

Full benefits (Medical, Dental, Vision)

401(k) plan

Competitive compensation

Qualifications

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

Responsibilities

• Develop and maintain technical documentation, workflows, and knowledge base content.
• Lead support staff during assigned shifts, offering guidance and performance oversight.
• Monitor and prioritize ServiceNow ticket queues to meet service level agreements (SLAs).

Skills

Proficiency with ServiceNow

Supervising helpdesk teams

Understanding of clinical workflows

Education

Bachelor’s degree in Information Technology

Job description

6 days ago Be among the first 25 applicants

Primary Location: Durham, North Carolina

V-Soft Consulting is currently hiring for a Helpdesk 2nd Shift Lead for our premier client in Durham, North Carolina.

Education And Experience »

• Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• Minimum of 3 years supporting Epic and healthcare applications: 3 Years.
• Proficiency with ServiceNow: 3 Years.
• Experience supervising or mentoring helpdesk teams in a healthcare setting: 3 Years.

Highly Desired

• Strong understanding of clinical workflows and healthcare operations.

What You’ll Do

Job Responsibilities:

• Develop and maintain technical documentation, workflows, and knowledge base content.
• 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.
• 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.
• Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
• Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
• Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
• Report critical incidents, risks, and patterns to leadership for further review and resolution.

Interested?

Qualified candidates should send their resumes to [e-mail]

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, you’re eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit www.vsoftconsulting.com or call [phone].

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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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