Service Desk /Helpdesk Associate - Remote

Role overview

Responsibilities

• Provide Level 1 and Level 2 service desk support to healthcare customers and clinical users.
• Handle inbound calls and requests in a high-volume call center environment.
• Troubleshoot clinical application issues, including Epic, Cerner, McKesson, Meditech, and other healthcare applications.
• Assist with application errors, functionality issues, workflow questions, access and authentication issues, and incident resolution.
• Document incidents, troubleshooting, resolutions, and follow-up actions in the service management system.
• Resolve incidents within service levels or escalate them to specialist teams; own incidents through resolution.
• Communicate with clinicians, healthcare staff, technical teams, and internal stakeholders.
• Follow established processes, security requirements, and service-level expectations; participate in ongoing training.

Schedule

• Provide 24x7x365 coverage with flexible schedules that may include day, evening, or overnight shifts, weekends, and holidays.
• Overtime or schedule changes may be required based on business, client, or training needs.
• Account-specific training may be scheduled during daytime hours regardless of assigned shift.

Work environment and physical requirements

• The title identifies the role as remote; remote workers need a quiet, private workspace and high-speed wired internet.
• Remain at a designated workstation and participate in the phone queue for 8–10 hour shifts, with scheduled breaks.
• Read and work from computer screens throughout the shift; a working mobile phone is required for manager communication and two-factor authentication.
• Travel up to 10% may be required. Lift up to 25 pounds when equipment setup or support requires it.

Required qualifications

• At least 4 years of service desk, help desk, technical support, or remote support experience, or an equivalent combination of education and experience.
• At least 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication, listening, and problem-solving skills.
• Customer-service orientation and ability to work effectively with clinicians and healthcare professionals.
• Comfort working 24x7x365 with rotating or non-traditional shifts, and managing competing priorities accurately and professionally.

Preferred qualifications

• Call center or high-volume service desk experience.
• Experience supporting healthcare, hospital, clinical, or medical applications.
• Exposure to Epic, Cerner, McKesson, or Meditech.
• IT service management or ITIL experience or certification.