EHR Helpdesk Lead (2nd Shift) : : Durham, NC (Hybrid)

EHR Helpdesk Lead (2nd Shift) - Durham, NC

Duration : 9 months | Hybrid

Working hours : 3 PM - 11 : 30 PM EST

The EHR Helpdesk Shift Lead is responsible for providing expert-level support for Epic-related activities within the centralized IT Helpdesk. This role involves troubleshooting, guiding support staff, and ensuring effective coverage during the assigned shift. The Shift Lead ensures incident resolution and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.

• 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 and mentor support staff, offering guidance and performance oversight.
• Monitor and prioritize ServiceNow ticket queues to meet service level agreements (SLAs).
• Coordinate with clinical informatics and application teams to address cross-functional issues.
• Oversee helpdesk operations during shifts, including workload distribution and escalation handling.
• Assist in planning and supporting Epic go-lives and system upgrades.
• Develop and maintain technical documentation and knowledge base content.
• Report critical incidents and risks to leadership.

Must-Have Qualifications :