Helpdesk Associate - Clinical Service Desk team

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Helpdesk Associate – Clinical Service Desk team based in Canada. This role is a key frontline position supporting healthcare professionals through a 24/7 clinical service desk environment. You will act as the first point of contact for clinicians and users of critical healthcare applications, ensuring timely resolution of technical and workflow-related issues. Working in a high-volume, fast-paced call center setting, you will provide support for clinical systems such as Epic, Cerner, McKesson, and Meditech. The role requires strong attention to detail, excellent communication skills, and the ability to remain calm under pressure. You will contribute directly to the continuity of patient care by ensuring healthcare systems remain functional and accessible. This is a highly structured environment where consistency, responsiveness, and service quality are essential. The position also offers exposure to large-scale healthcare IT operations in a fully remote setup.
• Accountabilities: In this role, you will provide technical and functional support to healthcare users, ensuring efficient resolution of incidents and maintaining the reliability of clinical systems within a 24/7 service environment. Respond to inbound service desk calls from healthcare professionals regarding clinical applications such as Epic Systems, Cerner, McKesson, and Meditech Troubleshoot and resolve incidents related to workflows, system errors, user access, and application functionality Accurately document, track, and update incident tickets, ensuring timely closure or escalation when required Maintain consistent service delivery in a high-volume, shift-based call center operating 24/7/365 Follow structured processes to ensure data accuracy and compliance in incident management systems Support continuous service availability by contributing to incident resolution and queue management Maintain focus and efficiency during extended periods of phone and screen-based work Requirements We are looking for a service-oriented and detail-focused professional with strong technical troubleshooting skills and the ability to thrive in a fast-paced clinical support environment. Minimum 4 years of helpdesk, service desk, or equivalent technical support experience At least 1 year of technical troubleshooting experience in a customer-facing environment High school diploma or equivalent required; additional technical education is an asset Experience in call center or 24/7 support environments is strongly preferred Familiarity with healthcare applications such as Epic Systems, Cerner, McKesson, or Meditech is an advantage Strong communication skills in English, both verbal and written Excellent listening skills and ability to quickly understand user issues and needs High typing proficiency and strong computer literacy Ability to work independently in a structured, fast-paced, and shift-based environment Strong customer service mindset with a focus on supporting clinicians and healthcare outcomes Benefits Competitive hourly rate: 28.00 – 31.00 CAD/hour Remote work opportunity within Canada (including Halifax-based support) Comprehensive benefits package including medical, dental, and vision coverage Paid time off and employee assistance programs Life, disability, and AD&D insurance coverage Retirement savings program with company match Flexible spending or health savings account options Opportunity to support critical healthcare systems impacting patient care.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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