Technical Support - Clinical Service Desk Helpdesk Associate

Jobgether · Canada

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.

Requirements:

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.

Benefits:

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.

Support pay context

Based on 797 disclosed Support salaries on RoleSuite, the role pays a median of $70K/year, with most offers between $53K and $110K (10th–90th percentile: $44K–$153K).

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Technical Support - Clinical Service Desk Helpdesk Associate

Accountabilities:

Requirements:

Benefits:

Support pay context

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