Clinical Service Desk Agent – Healthcare Support

About the role

The Clinical Service Desk Agent provides 24/7 support to healthcare customers, handling inbound calls related to clinical applications such as Epic, Cerner, McKesson and Meditech. The role operates in a call‑center environment and requires flexibility to work nights, weekends and holidays.

Key responsibilities

• Answer inbound service desk calls from clinicians and other healthcare users.
• Assist with workflow issues, application errors, user access and functionality for Epic, Cerner, McKesson and Meditech.
• Track, document and resolve or appropriately escalate incident tickets.
• Maintain a quiet, private workspace with high‑speed wired internet for the duration of the shift.
• Stay in the phone queue for 8‑10 hour periods, taking scheduled breaks as required.
• Use a working cell phone for manager communication and two‑factor authentication.

Required profile

• Shift‑flexible availability, including nights, weekends and holidays.
• Minimum 4 years of service desk or help‑desk experience (or equivalent combination of education and experience).
• At least 1 year of technical troubleshooting experience.
• High school diploma or equivalent.

Required skills

• Technical troubleshooting.
• Experience with clinical applications: Epic, Cerner, McKesson, Meditech.
• Service desk / help‑desk operations.