Description

The EHR Helpdesk 3rd Shift Lead will serve as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role requires experience in supporting Epic EHR and involves leading a team to provide expert-level support and guidance.

Company Culture and Environment

The work environment emphasizes leadership and collaboration, where team members are encouraged to support each other and maintain high standards of customer service.

Career Growth and Development Opportunities

This position offers opportunities for professional development through mentorship and training of helpdesk team members, fostering skills that can lead to career advancement.

Detailed Benefits and Perks

• Competitive salary
• Support for continued education and training
• Opportunities for mentorship and professional development

Compensation and Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• Retirement savings plan
• Generous vacation and paid time off policy
• Flexible working hours

Why you should apply for this position today

This role presents a unique opportunity to lead a team in a dynamic environment while making a significant impact on healthcare technology support. By joining us, you can play a critical role in improving EHR support and enhancing user experiences.

Skills

• Expert-level knowledge of Epic applications
• Strong leadership and coaching abilities
• Proficient in troubleshooting and resolving complex incidents
• Familiarity with ServiceNow ticketing system
• Excellent communication and collaboration skills

Responsibilities

• Serve as the highest escalation point for complex Epic-related incidents and service requests
• Provide expert-level support for Epic applications, including issue triage and resolution
• Lead support staff during assigned shifts, offering guidance and performance oversight
• Monitor and prioritize ServiceNow ticket queues to ensure SLAs are met
• Coordinate with clinical informatics, application teams, and infrastructure services
• Oversee helpdesk operations during the shift, including workload distribution and escalation handling
• Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs)
• Develop and maintain technical documentation and knowledge base content
• Train and mentor helpdesk team members on support standards and customer service best practices
• Report critical incidents and risks to leadership for review and resolution

Qualifications

• Proven experience in Epic EHR support
• Strong troubleshooting skills
• Demonstrated leadership in a helpdesk environment
• Ability to work effectively in a team-oriented atmosphere

Education Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred

Education Requirements Credential Category

• Bachelor’s degree

Experience Requirements

• Minimum of 5 years in technical support, with at least 3 years focused on EHR systems, preferably Epic

Why work in Raleigh, NC

Raleigh offers a vibrant tech community, rich cultural experiences, and a high quality of life. The city is known for its beautiful parks, excellent educational institutions, and a growing job market, making it an ideal place for both personal and professional growth.