Helpdesk 3rd Shift Lead Job at V-Soft Consulting Group, Inc. in Raleigh

6 days ago Be among the first 25 applicants

Primary Location: Raleigh, North Carolina

V-Soft Consulting is currently hiring for a Helpdesk 3rd 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:

• Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
• 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.
• Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
• 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).
• 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.

Interested?

Qualified candidates should send their resumes to skhatun@vsoftconsulting.com

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.

For more information or to view all our open jobs, please visit www.vsoftconsulting.com or call (844) 425-8425.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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