Clinical Service Desk Agent

Clinical Service Desk Agent

Columbus, Ohio

On-Site Role

$22-$25 per hour

6-month contract to hire

Hours:

EST

Our client is seeking a Clinical Service Desk Agent to join their IT Care Connect Service Desk team in Columbus, Ohio. Reporting to the Manager, Care Connect Service Desk, you will serve as the primary point of contact for clinicians, providers, associates, and other users requiring assistance with Care Connect/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 escalation 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, Service Now 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.

• Serve as primary point of contact for Care Connect/Epic and related clinical technology support.
• Provide Tier 1 troubleshooting and resolution for incidents and service requests involving Care Connect/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 Service Now documentation, including issue description, troubleshooting performed, customer impact, resolution, and escalation information.
• Escalate incidents and requests to the appropriate Care Connect 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 Service Now 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 Care Connect/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,…