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Description

2nd Shift Lead - 2nd Shift - 3pm - 1130pm

The 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.

Skills

Help desk support, Help desk, Troubleshooting, Customer service, Service desk, servicenow, epic

Pay and Benefits

The pay range for this position is $37.25 - $43.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Raleigh,NC.

Application Deadline

This position is anticipated to close on Jun 14, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.