EHR Helpdesk 1st Shift Lead

BCforward is currently seeking a highly motivated EHR Helpdesk Technician - Shift Lead for an opportunity in Research Triangle Park, NC 27709.

Position Title: EHR Helpdesk Technician - Shift Lead

Location: Research Triangle Park, NC 27709

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12+ months contract with the possibility of extension.

Pay Range: $50.00/hr. - $51.50/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Position Summary:

We are seeking a skilled and experienced EHR Helpdesk Technician - Shift Lead to serve as the senior technical lead and subject matter expert for Epic-related support activities within our centralized IT Helpdesk. This hybrid position is based in Research Triangle Park, NC, and plays a crucial role in ensuring efficient EHR support across 13 state-operated healthcare facilities.

The ideal candidate will bring expert-level Epic support experience, outstanding troubleshooting capabilities, and proven leadership in helpdesk environments. You will guide lower-tier analysts, manage shift operations, and ensure seamless alignment between IT support services and clinical workflows.

Key Responsibilities:

• Act as the highest point of escalation for complex Epic-related incidents, service requests, and troubleshooting efforts.
• Provide expert support for Epic applications, including issue triage, resolution, and collaboration with application analysts and vendors.
• Lead and oversee helpdesk staff during assigned shifts; provide guidance, coaching, mentoring, and performance oversight.
• Monitor and manage the ServiceNow ticketing system to ensure issues are resolved within SLA timelines.
• Coordinate with clinical informatics, infrastructure teams, and application support groups to resolve cross-functional issues.
• Oversee shift operations, including workload distribution, shift reports, and proper escalation management.
• Assist with Epic system go-lives, upgrades, and Technical Dress Rehearsals (TDRs).
• Develop and maintain technical documentation, workflows, and knowledge base articles.
• Train and mentor helpdesk team members to ensure support standards and customer service best practices are followed.
• Identify and report critical incidents, trends, and risks to leadership for further action.

Required Qualifications:

• Minimum 3 years of experience supporting Epic EHR systems in a helpdesk or technical support role.
• Hands-on experience with Epic modules (e.g., Hyperspace, Cadence, MyChart) and ServiceNow or similar ticketing systems.
• Proven experience in a shift lead, team lead, or senior support role, preferably in a healthcare environment.
• Strong understanding of clinical workflows and healthcare IT operations.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to train and mentor junior support staff.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 238791 when responding to this ad.