IT Epic EHR Helpdesk (NC764745)
*Job Hours: 11pm - 7:30am*
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
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Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
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Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
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Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
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Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
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Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
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Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
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Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
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Develop and maintain technical documentation, workflows, and knowledge base content.
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Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
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Report critical incidents, risks, and patterns to leadership for further review and resolution.