EPIC EHR Helpdesk Shift Lead

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$45.00/hr - $50.00/hr

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EPIC EHR Helpdesk Shift Lead

REMOTE

1 year Contract

2nd Shift (3PM EST – 11:30 PM EST)

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

• 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 Service Now 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.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function
  
  Human Resources
• Industries Health and Human Services

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