Technical Support - Clinical Service Desk Helpdesk Associate
Job Description
Team: Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support – Clinical Service Desk Helpdesk Associate based in Canada.
This role sits at the center of clinical IT support, providing real-time assistance to healthcare professionals using critical clinical applications in a 24/7 service desk environment. You will be the first point of contact for users experiencing issues with platforms such as Epic, Cerner, McKesson, and Meditech. The position plays a key role in ensuring continuity of care by resolving or escalating incidents related to workflows, system access, and application functionality. You will operate in a fast-paced, high-volume call center setting where responsiveness, accuracy, and communication are essential. This is a remote opportunity requiring strong discipline, focus, and the ability to remain engaged during extended shifts. The role is ideal for a service-oriented technical professional passionate about supporting healthcare operations and improving user experience in clinical systems.
Accountabilities:
- 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.
- 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; additional technical education is an asset.
- 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, stable high-speed internet, and required equipment setup.
- Competitive hourly compensation ranging from $28 to $31/hour USD, depending on experience and qualifications.
- Comprehensive benefits package including medical, dental, and vision insurance.
- Paid time off and holiday benefits.
- 401(k) retirement savings plan with company match.
- Health savings and flexible spending account options.
- Life, AD&D, and short- and long-term disability coverage.
- Employee assistance and wellness programs.
- Opportunity to support critical healthcare systems and clinical applications in a global IT services environment.
Requirements:
Benefits:
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Date Posted
06/18/2026
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