EHR Helpdesk Shift Lead (HYBRID)
EHR Helpdesk Shift Lead (HYBRID)
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Salary Not Disclosed
1 Vacancy
Job Description
Location: Raleigh NC
Duration: 12 Months
Job Description:
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.
Skills:
Required Experience:
Senior IC
Employment Type
Contract
