Helpdesk Associate - Clinical Service Desk team

Role overview

This fully remote position in Canada places you at the front line of a 24/7 clinical support operation. You will assist healthcare professionals who rely on essential clinical applications and help keep patient-care systems running smoothly. The work is fast-paced, highly structured, and focused on delivering accurate, timely support in a call-center environment.

You will handle issues tied to major healthcare platforms such as Epic, Cerner, McKesson, and Meditech, while maintaining professionalism, attention to detail, and calm communication under pressure.

What you'll do

• Take incoming calls from clinicians and other healthcare users needing help with clinical software and workflows.
• Diagnose and work through problems involving access, application behavior, errors, and process-related issues.
• Record incidents carefully in the ticketing system, monitor progress, and close or escalate cases based on procedure.
• Keep service levels steady in a shift-based, round-the-clock support setting.
• Use approved processes to preserve accuracy, consistency, and compliance in case handling.
• Help manage queue flow and contribute to uninterrupted support coverage.
• Stay focused and productive during long stretches of phone and computer-based work.

What we're looking for

The ideal candidate is service-minded, comfortable with technical troubleshooting, and able to perform well in a structured clinical support team. Experience in high-volume support environments is valuable, as is the ability to communicate clearly and listen carefully to user concerns.

Hands-on familiarity with healthcare systems is an advantage, but the role mainly requires strong support fundamentals, good judgment, and the ability to work independently while following established procedures.

Requirements

• At least 4 years of experience in helpdesk, service desk, or a similar technical support role.
• Minimum 1 year of experience troubleshooting technical issues in a customer-facing setting.
• High school diploma or an equivalent credential; further technical training is considered a plus.
• Prior exposure to call center or 24/7 support operations is strongly preferred.
• Experience with clinical systems such as Epic, Cerner, McKesson, or Meditech is beneficial.
• Strong spoken and written English communication skills.
• Good listening ability and a quick grasp of user problems and needs.
• High typing speed and solid computer skills.
• Ability to work independently in a shift-based, fast-moving environment.
• Customer-first attitude with interest in supporting clinicians and healthcare services.

Compensation and benefits

The role offers an hourly pay range of 28.00 to 31.00 CAD.

• Remote work anywhere within Canada, including Halifax-based support coverage.
• Medical, dental, and vision insurance.
• Paid time off and employee assistance support.
• Life, disability, and AD&D insurance.
• Retirement savings plan with employer matching.
• Flexible spending or health savings account options.
• Opportunity to contribute to systems that directly affect patient care.

Application and hiring process

This role is posted on behalf of a partner organization that handles all applications and follow-up steps. Applications are reviewed through an AI-assisted matching process that ranks candidates against the role’s core requirements before sharing a shortlist with the hiring employer. Final decisions, interviews, and assessments are managed by the employer’s internal team.

Privacy notice

By submitting an application, candidates acknowledge that their personal data may be processed to assess fit for the role and shared with the hiring employer as needed for recruitment. The process may include AI-supported review of applications, resumes, and responses, but human judgment remains part of the final hiring decision. Applicants may request access, correction, deletion, or objection regarding their data rights where applicable.