EHR Helpdesk Shift Lead (2nd Shift)
DataStaff, Inc. is currently seeking a EHR Helpdesk Shift Lead (2nd Shift) for a long-term contract opportunity with one of our direct clients in Raleigh, NC.
*This position is hybrid
* Second (2nd) shift position, the working hours are 3:00 PM – 11:30 PM EST which includes nights, weekends, and holidays.
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.
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.
Required Skills:
- Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
- 3 Years - Supporting Epic and healthcare applications
- 3 Years - Proficiency with ServiceNow
- 3 Years - Experience supervising or mentoring helpdesk teams in a healthcare setting
Desired Skills:
- Strong understanding of clinical workflows and healthcare operations.
This position is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.