EHR Helpdesk

1 week ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Dice is the leading career destination for tech experts at every stage of their careers. Our client, Cynet Systems, is seeking the following. Apply via Dice today! Job Description: 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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at Jobs via Dice by 2x Get notified about new Help Desk Specialist jobs in Raleigh, NC . 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