Clinical Service Desk Helpdesk (EMR Systems Support) Associate - Remote Role

NTT DATA offers a remote Clinical Service Desk Associate position focused on inbound support for core clinical applications within a healthcare call center. The role covers Epic, Cerner, McKesson, and Meditech, requiring flexible shifts and strong technical troubleshooting capabilities in a 24/7 environment.

Responsibilities

• Support the Provider Clinical Service Desk by handling inbound calls in a 24/7, 365-day healthcare contact center.
• Maintain shift flexibility, including nights, weekends, and holidays; account-specific training occurs during daytime hours regardless of assigned shift.
• Address inbound service desk inquiries from healthcare clients concerning clinical aspects of Epic, Cerner, McKesson, and Meditech; incidents may involve workflow issues, application errors, user access, and functionality concerns.
• Document and track incident details, closing or escalating tickets promptly as appropriate.
• Drive resolution of incidents on a round-the-clock service desk.
• Read and interpret text displayed on computer screens for the duration of the shift.
• Remain at the designated workspace and in the phone queue for 8 to 10 hour periods with scheduled breaks.
• Ensure a quiet, private workspace equipped with high-speed wired internet.
• Travel up to 10 percent of the time if required.
• Lift up to 25 pounds as needed for equipment setup.
• Maintain a working cell phone for manager communication and comply with two-factor authentication requirements.

Requirements

• Minimum of 4 years of service desk or helpdesk experience, or an equivalent mix of education and technical troubleshooting experience (for example, 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent required.

Technologies

• Epic
• Cerner
• McKesson
• Meditech

Preferred Skills

• Experience in a call center environment
• Service-focused approach in interactions with clinicians and colleagues
• Effective communication and interpersonal abilities
• Proficient typing and strong English language skills, both written and spoken
• Excellent listening skills to accurately understand caller needs
• Ability to perform effectively in a fast-paced environment

Work environment and physical requirements

• Remote role with 8 to 10 hour shifts in a quiet, private workspace supported by high-speed wired internet
• Ability to read text on computer screens for the duration of the shift
• Shift flexibility including nights, weekends, and holidays; training conducted during daytime hours
• Up to 10% travel may be required
• Lift up to 25 pounds for equipment setup
• Working cell phone for manager communications and two-factor authentication

Company overview

Req ID: 382288

NTT DATA is a global technology and services leader with substantial scale and a broad partner ecosystem. The company emphasizes inclusion, adaptability, and forward-thinking solutions, employing specialists across more than 50 countries. Its portfolio spans business and technology consulting, data and artificial intelligence, industry solutions, and software development.

Compensation and legal information

The starting hourly rate for this remote position is $25.00 per hour. This range reflects base pay across US locations; actual compensation depends on factors such as the candidate's location, relevant experience, technical skills, and other qualifications.