• Epic Help Desk Support - Hybrid - second shift

    MSys Inc. (Raleigh, NC)


    Job summary:

    Title:

    Epic Help Desk Support - Hybrid - second shift

    Location:

    Raleigh, NC, United States

    Length and terms:

    Long term - W2 or C2C

     

    Position created on 10/01/2025 06:14 pm

    Job description:

    Interview Type: Webcam*** Very long term project initial PO for 1 year, expect to go for 4+ years ***Hybrid***

    Short Description:

    The EHR Helpdesk 2nd Shift (3PM EST – 11:30 PM EST) 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.

    Complete 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.

    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.

    Required Skills:

    + 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. 3 years

    + Proficiency with ServiceNow. 3 years

    + Experience supervising or mentoring helpdesk teams in a healthcare setting. 3 years

    Highly Desired Skills:

    + Strong understanding of clinical workflows and healthcare operations.

    Contact the recruiter working on this position:

    The recruiter working on this position is Rohit(Shaji Team) Bala

    His/her contact number is His/her contact email is [email protected]

     

    Our recruiters will be more than happy to help you to get this contract.