{"schemaVersion":"jobsearcher.job.v1","id":"f6dc2413d7fd3a38f8b15f01","url":"https://jobsearcher.com/jobs/f6dc2413d7fd3a38f8b15f01","canonicalUrl":"https://jobsearcher.com/jobs/f6dc2413d7fd3a38f8b15f01","title":"EPIC EHR Helpdesk Shift Lead - REMOTE","description":"EHR Helpdesk Shift Lead\nREMOTE\n1 year Contract\n2nd Shift (3PM EST – 11:30 PM EST)\n3rd Shift (11PM EST – 7:30 AM EST)\n\nPosition Summary\n\nThe 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.\n\nThe 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.\n\nKey Responsibilities\n\nServe as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.\nProvide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.\nLead support staff during assigned shifts, offering guidance, coaching, and performance oversight.\nMonitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.\nCoordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.\nOversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.\nAssist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).\nDevelop and maintain technical documentation, workflows, and knowledge base content.\nTrain and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.\nReport critical incidents, risks, and patterns to leadership for further review and resolution.","company":"Software Technology","rawCompany":"software technology","city":"Remote","state":"OR","isRemote":true,"isActive":false,"createdAt":"2026-08-09T13:58:43.127Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.01","title":"Health Informatics Specialists","slug":"health-informatics-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"622110","title":"General Medical and Surgical Hospitals","slug":"general-medical-and-surgical-hospitals"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"EPIC EHR Helpdesk Shift Lead - REMOTE","description":"EHR Helpdesk Shift Lead\nREMOTE\n1 year Contract\n2nd Shift (3PM EST – 11:30 PM EST)\n3rd Shift (11PM EST – 7:30 AM EST)\n\nPosition Summary\n\nThe 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.\n\nThe 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.\n\nKey Responsibilities\n\nServe as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.\nProvide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.\nLead support staff during assigned shifts, offering guidance, coaching, and performance oversight.\nMonitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.\nCoordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.\nOversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.\nAssist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).\nDevelop and maintain technical documentation, workflows, and knowledge base content.\nTrain and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.\nReport critical incidents, risks, and patterns to leadership for further review and resolution.","datePosted":"2026-08-09T13:58:43.127Z","dateModified":"2026-08-09T13:58:43.127Z","hiringOrganization":{"@type":"Organization","name":"Software Technology","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f6dc2413d7fd3a38f8b15f01"},"url":"https://jobsearcher.com/jobs/f6dc2413d7fd3a38f8b15f01"}}