EHR Helpdesk 1st Shift Lead

Expert Technology Services

Job Summary (List Format):

- Serves as the senior technical lead and subject matter expert for Epic Electronic Health Record (EHR) support activities within a centralized IT Helpdesk.
- Provides expert-level troubleshooting and resolves complex Epic-related incidents and service requests.
- Guides, coaches, and oversees lower-tier analysts and helpdesk team members during assigned shifts.
- Ensures effective support coverage and monitors service ticket queues to meet Service Level Agreements (SLAs).
- Coordinates with clinical informatics, application, and infrastructure teams to address cross-functional technical issues.
- Oversees helpdesk operations including workload distribution, shift reporting, and escalation management.
- Assists in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
- Develops and maintains technical documentation, workflows, and knowledge base articles.
- Trains and mentors helpdesk staff, ensuring adherence to support standards and customer service best practices.
- Reports critical incidents, risks, and recurring issues to leadership for further analysis and resolution.
- Requires a Bachelor's degree in IT, Health Informatics, or related field (or equivalent experience), a minimum of 3 years supporting Epic and healthcare applications, proficiency with ServiceNow, and experience supervising or mentoring helpdesk teams in a healthcare setting.
- Strong understanding of clinical workflows and healthcare operations is highly desired.

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Vacancy posted 2 days ago

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