1 week ago Be among the first 25 applicantsSoftware Technology Inc. provided pay range This range is provided by Software Technology Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range $45.00/hr - $50.00/hrDirect message the job poster from Software Technology Inc.Non-IT Team Lead @ Software Technology Inc. | LinkedIn Certified Recruiter EPIC EHR Helpdesk Shift LeadREMOTE1 year Contract2nd Shift (3PM EST – 11:30 PM EST)Position SummaryThe 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 ResponsibilitiesServe 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.Seniority level Seniority level Mid-Senior levelEmployment type Employment type ContractJob function Job function Human ResourcesIndustries Health and Human ServicesReferrals increase your chances of interviewing at Software Technology Inc. by 2xSign in to set job alerts for “Help Desk Specialist” roles. We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr