Job Overview
Company
V-Soft Consulting
Category
Computer Occupations
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Job Description
Helpdesk 2nd Shift LeadPrimary Location: Raleigh, North CarolinaHybrid positionV-Soft Consulting is currently hiring for a Helpdesk 2nd Shift Lead for our premier client in Raleigh, North Carolina.Education and Experience »
- Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.:
- Minimum of 3 years supporting Epic and healthcare applications: 3 years.
- Proficiency with ServiceNow: 3 years.
- Experience supervising or mentoring helpdesk teams in a healthcare setting: 3 years.
- Highly desired: Strong understanding of clinical workflows and healthcare operations.
WHAT YOU’LL DO:Job Responsibilities:
- Develop and maintain technical documentation, workflows, and knowledge base content.
- Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
- Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
- Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
- Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
- Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
- Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
- Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
- Report critical incidents, risks, and patterns to leadership for further review and resolution.
- Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.As a valued V-Soft Consultant, you’re eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more.
V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.#LI-NB1#INDSP
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