EHR Helpdesk Position Available In Wake, North Carolina
Tallo's Job Summary: The EHR Helpdesk role involves serving as the main escalation point for complex Epic-related incidents, providing expert support for Epic applications, leading support staff, monitoring ticket queues, coordinating with various teams, overseeing operations, assisting with system upgrades, and training team members. This position offers competitive pay and requires strong technical expertise in Epic applications.
Job Description
EHR Helpdesk
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.
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Dice Id:
10516350
Position Id:
2025-218385
