EHR Helpdesk Shift Lead
*Local to Raleigh, NC only please
*This is a hybrid position
*This is a 3rd shift position with working hours between 11:00pm-7:30 AM EST
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/Knowledge/Experience:
- Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience., Required
- Minimum of 3 years supporting Epic and healthcare applications, Required 3 Years
- Proficiency with ServiceNow, Required 3 Years
- Experience supervising or mentoring helpdesk teams in a healthcare setting, Required 3 Years
- Strong understanding of clinical workflows and healthcare operations., Highly desired
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