Technical Support - Clinical Service Desk Helpdesk Associate

New

CanadaFull-TimeMiddle

Salary28 - 31 USD per hour

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Job Details

Minimum of 4 years of service desk or helpdesk experience, or a combination of technical education and relevant experience.
At least 1 year of hands-on technical troubleshooting experience in IT support environments.
High school diploma or equivalent required.
Experience in a call center or high-volume support environment is strongly preferred.
Strong communication skills, both written and verbal, with a service-oriented mindset.
Ability to quickly analyze issues, listen effectively, and provide clear technical support to end users.
Strong typing skills and proficiency in English communication.
Ability to work efficiently in a fast-paced, 24/7 operational environment with strict adherence to processes.
Comfortable working remotely with a quiet workspace and stable high-speed internet.

Handle incoming service desk calls from healthcare professionals regarding clinical applications such as Epic, Cerner, McKesson, and Meditech.
Troubleshoot and resolve incidents related to workflows, system errors, user access, and application functionality.
Accurately document, track, and manage service requests, ensuring timely updates, escalation, and closure of tickets.
Maintain consistent availability in a 24/7 support queue, ensuring continuous service delivery and incident resolution.
Follow established procedures for diagnosing technical issues and escalating complex cases when required.
Ensure clear communication with end users to fully understand issues and provide effective guidance or resolution.
Maintain focus and performance in a structured call center environment, adhering to shift schedules and service expectations.

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