TEKsystems · 12 hours ago
EPIC Clinical Service Desk
Coppell, TX
Full-time
Hybrid
Entry, Mid Level
$17/hr - $25/hr
2+ years expTEKsystems is a leading provider of business and technology services, and they are seeking a Clinical Service Desk Agent to support SouthCoast Health's end users. The role involves troubleshooting and resolving EHR application and workflow issues while providing excellent customer service to physicians and clinicians.
Information Technology
Responsibilities
Handling basic troubleshooting for technical issues including but not limited to: Microsoft Office, Active Directory, Citrix, and VPN
Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians experiencing issues in Epic, M ‘Modal, Meditech, other EHR systems, or third-party clinical software
Analyze physician and clinician issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Bomgar) to view a callers’ screen to pinpoint root cause with a goal of First Contact Resolution (FCR)
Partner with physicians and clinicians by guiding through problem solving or workflow training processes
Document issue/request and troubleshooting steps performed thoroughly in a Service Now ticket if unable to resolve then follow escalation protocols as needed
Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service
Maintain calm and professional composure in high-pressured situations
Identify and escalate high-priority issues to appropriate team for patient care or urgent issues
Document investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes
Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased initial resolution
Make a good faith effort at resolving more complex ends user issues
Collaborate and interface with all members of the Service Desk as a supportive team player
Work efficiently and reliably in unsupervised and varying environments
Adhere to policies and procedures such as HIPAA, Nordic, and client notification expectations
Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested
Qualification
Required
2+ years knowledge and/or experience with Epic, M ‘Modal, Meditech, and/or other EHR system
2+ years of healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting)
2+ years customer service experience
Basic understanding of Healthcare Terminology and Basic IT competencies required
Strong analytical and technical skills
Excellent customer service and communication skills, written and verbal
Ability to maintain calm and professional composure in stressful environments
Must enjoy working with technology, be able to learn new software quickly
Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills
Flexible in schedule to work nights, weekends, and/or holidays, depending on assigned shift
Strong attention to detail and ability to organize
Demonstrate strong typing skills (speed and accuracy)
Must be able to work independently, as well as within a team environment
Preferred
1+ years of proven performance in call center environment and/or other direct customer-facing role
1+ years' experience working with ITSM system (i.e., ServiceNow) preferred
Clinical certification(s) are a plus
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
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2025-10-29
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