Clinical Service Desk Agent

Columbus, Ohio

On-Site Role

$22-$25 per hour

6-month contract to hire

Hours: EST

ABOUT THE ROLE

Our client is seeking a Clinical Service Desk Agent to join their IT CareConnect Service Desk team in Columbus, Ohio. Reporting to the Manager, CareConnect Service Desk, you will serve as the primary point of contact for clinicians, providers, associates, and other users requiring assistance with CareConnect/Epic and related clinical technology. The role focuses on delivering timely, accurate, and customer-focused Tier 1 support that enables users to successfully perform their clinical and operational responsibilities. You will perform initial assessment and troubleshooting, resolve issues within established support scope, document incidents and requests, and escalate issues requiring additional expertise. The position supports a highly dynamic healthcare environment where technology availability and effective issue resolution directly impact clinical workflows. You will utilize established knowledge, troubleshooting methodologies, ServiceNow knowledge articles, standard operating procedures, and available support resources to drive first-contact resolution and minimize user disruption. Ongoing training, participation in process improvement, and adherence to information security and privacy standards are essential. The role may require participation in after-hours, weekend, holiday, downtime, or high-priority incident support based on organizational needs. This is a 6-month contract-to-hire opportunity with a compensation range of $22-$25 per hour.

WHAT YOU'LL DO

• Serve as primary point of contact for CareConnect/Epic and related clinical technology support.
• Provide Tier 1 troubleshooting and resolution for incidents and service requests involving CareConnect/Epic applications and supported clinical workflows.
• Troubleshoot issues related to application access, authentication, printing, configuration, functionality, remote access, and end-user technology.
• Work toward first-contact resolution using established troubleshooting procedures, knowledge articles, available tools, and documented support processes.
• Accurately assess customer issues, impact, urgency, and affected workflow to determine appropriate troubleshooting or escalation path.
• Identify issues that may affect patient care, multiple users, departments, or facilities and promptly follow defined escalation and major-incident procedures.
• Create and maintain complete, accurate ServiceNow documentation, including issue description, troubleshooting performed, customer impact, resolution, and escalation information.
• Escalate incidents and requests to the appropriate CareConnect application, technical, security/access, or other support teams when resolution falls outside Service Desk scope.
• Maintain ownership of the customer experience throughout the support interaction, including effective communication when another team is required for final resolution.
• Leverage approved ServiceNow knowledge articles and standard operating procedures to promote consistent support across the enterprise.
• Identify missing, inaccurate, or outdated knowledge and contribute to the creation and improvement of Service Desk knowledge documentation.
• Participate in CareConnect/Epic education, workflow training, application updates, and other technical training as assigned.
• Support organizational go-lives, upgrades, downtimes, high-priority incidents, and other planned or unplanned events as needed.
• Identify recurring incidents, support trends, knowledge gaps, and opportunities for process improvement and communicate those findings to Service Desk leadership.
• Provide professional, empathetic, and efficient support to clinicians, providers, associates, and other CareConnect users.
• Act as an ambassador for the CareConnect Service Desk and client Information Services team.
• Listen actively to understand both the technical issue and the business or clinical impact to the customer.
• Communicate troubleshooting steps and resolutions using language appropriate for the customer’s level of technical knowledge.
• Set appropriate expectations regarding resolution, escalation, and next steps.
• Seek to remove friction from the customer experience while balancing support standards, security requirements, and clinical safety.
• Use available customer experience feedback, including CSAT and CES results, to identify opportunities to improve individual and team performance.
• Partner with Service Desk leadership on opportunities to strengthen customer service, communication, and issue-resolution skills.
• Participate in team meetings, huddles, training, and operational communications.
• Maintain required CareConnect/Epic, technical, compliance, and security training.
• Contribute to knowledge management activities and continuous improvement initiatives.
• Participate in discussions involving recurring issues, ticket trends, quality, customer experience, and operational performance.
• Attend meetings or workgroups as requested to represent the CareConnect Service Desk.
• Maintain confidentiality of passwords, authentication credentials, and other security devices or information.
• Protect the privacy and security of patient, associate, and organizational information.
• Adhere to all applicable information privacy, security, access, and acceptable-use policies.
• Follow appropriate identity verification procedures before assisting with account access or security-related requests.
• Promptly report suspected privacy or information security incidents through established processes.
• Maintain focus on safety, quality, reliability, and efficiency as part of a High Reliability Organization.
• Recognize and escalate issues that may create patient-care, operational, privacy, or security risk.
• Perform duties in an office, Service Desk, or approved remote-work environment, using computers, telephones, headsets, and other standard office technology.
• Communicate verbally and electronically for extended periods; occasional standing, walking, reaching, or movement of standard computer equipment may be required.

WHAT YOU BRING

• High School Diploma or GED required.
• Minimum of one year of experience in healthcare, IT Service Desk, technical support, Epic/CareConnect support, or comparable customer support environment preferred.
• Experience providing customer service and troubleshooting support in a fast-paced environment.
• Epic/CareConnect experience preferred.
• Experience using ServiceNow or a comparable IT service management platform preferred.
• Basic understanding of healthcare information technology and clinical workflows.
• Working knowledge of Epic/CareConnect or other electronic health record systems preferred.
• Ability to troubleshoot application access, login, workflow, printing, connectivity, configuration, and other common end-user issues.
• Basic knowledge of PCs, Windows, mobile devices, peripherals, printers, remote access, virtual desktop technologies, and Microsoft 365 applications.
• Ability to understand the relationship between user access, security, training, job responsibilities, and application functionality.
• Working knowledge of information security, patient privacy, and appropriate handling of confidential information.
• Ability to effectively use knowledge articles, troubleshooting documentation, standard operating procedures, and documented escalation processes.
• Ability to accurately document incidents, requests, troubleshooting performed, customer impact, and resolution within ServiceNow.
• Ability to recognize high-impact or patient-care-affecting issues and escalate appropriately.
• Strong verbal and written communication skills with the ability to communicate effectively with clinicians, providers, leaders, technical teams, and other associates.
• Demonstrated time-management and prioritization skills, including the ability to effectively manage multiple support interactions and competing priorities.
• Ability to work independently while effectively collaborating with CareConnect application teams, technical support teams, access/security teams, and other IT partners.
• Epic application support experience or Epic proficiency/certification where applicable (desired).
• Previous Tier 1 or Tier 2 Service Desk experience (desired).
• Experience with ServiceNow Incident, Request, Knowledge, and Service Level Management processes (desired).
• Familiarity with ITIL service management concepts (desired).
• Strong analytical and troubleshooting skills.
• Commitment to first-contact resolution and ownership of customer issues.
• Ability to remain effective during high-volume periods, outages, downtimes, and major incidents.
• Ability to quickly learn new clinical applications, workflows, support processes, and technologies.
• Strong attention to detail and commitment to accurate documentation.
• Self-motivated with a demonstrated ability to collaborate as part of a team.
• Commitment to continuous learning, knowledge sharing, and operational improvement.
• Customer-focused communication and emotional intelligence.
• Accountability, ownership, collaboration, adaptability, and effective problem solving.
• Maintains confidentiality of passwords, authentication credentials, and other security devices or information.
• Protects the privacy and security of patient, associate, and organizational information.
• Adheres to all applicable information privacy, security, access, and acceptable-use policies.
• Ability to perform duties in an office, Service Desk, or approved remote-work environment, including extended periods of sitting and communicating.
• Ability to occasionally stand, walk, reach, or move standard computer equipment; vision abilities include close vision and working with computer displays for extended periods.

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