Epic EHR Helpdesk

BCforward is currently seeking highly motivated Epic EHR Helpdesk in Research Triangle Park, NC 27709

Position Title: Epic EHR Helpdesk 1st Shift Lead (763719)
Location: RTP - Research Triangle Park, NC 27709
Shift Timing: Monday to Friday, 8:00 AM - 5:00 PM (40 hours/week)
Duration: 12 Month with the possibility to extend the contract.
Pay Rate: $51.50 Hourly
Please note the years AND location for this candidate's Epic experience.

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. Experience supporting Epic EHR is required.
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 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.

Skill
Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
Minimum of 3 years supporting Epic and healthcare applications
Proficiency with ServiceNow
Experience supervising or mentoring helpdesk teams in a healthcare setting
Strong understanding of clinical workflows and healthcare operations.

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