EHR Help desk 2nd Shift Lead
Hybrid Excelraise Internal Jobs posted 3 days ago in Information Technology Shortlist Email JobJob Detail
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Job Code 764744
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Tax Term W2 Hourly1099Corp To Corp
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Career Level Mid Level
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Experience 3 Years
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US Work Status US Citizen
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Job Duration 12 Months
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Qualifications Bachelor's Degree
Job Description
Excelraise, LLC is a leading provider of full-service IT solutions and a talent management company headquartered in Denver, CO. At Excelraise, we specialize in IT staffing solutions tailored for government and federal clients across the USA.
Excelraise, LLC values your referrals! Refer qualified candidates for our open Job Postings and earn a generous REFERRAL BONUS for successful placements. Submit referrals here: Excelraise Referral Program.
Excelraise, LLC is seeking an EHR Help desk 2nd Shift Lead for our client in Durham, NC.
***This is Hybrid Position***
***This is 2nd Shift (3PM EST – 11:30 PM EST)***Will include working on nights, weekends, and holidays. 3 PM – 11:30 PM EST***
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.
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.
Basic Qualifications:
- 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
- Proficiency with ServiceNow
- Experience supervising or mentoring helpdesk teams in a healthcare setting
- Strong understanding of clinical workflows and healthcare operations
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