ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title:     Help Desk Agent (Public Trust Clearance Required)

Location Information  

Onsite – Kansas City, MO (travel to other markets required during deployment windows)

Position Responsibilities:

As a Help Desk Agent, you will play a vital role in supporting the successful transition of clinical systems during a high-impact healthcare IT modernization initiative. This project-based engagement will place you on the front lines during crucial go-live deployment periods for electronic health record system rollouts.

You will provide primary support to healthcare facility staff before and during system deployment, ensuring incident management, timely escalation, and optimal user experience while maintaining regulatory compliance. Duties include:

• Serve as the first point of contact for facility personnel, including clinical staff and super users, via inbound support calls during go-live windows.
• Log and manage support tickets accurately using established Help Desk scripts and EHRM templates within the Supportal system.
• Assess, categorize, and assign incidents following standard operating procedures, ensuring ongoing ticket status updates throughout the resolution process.
• Promptly escalate critical incidents to leadership or technical teams according to escalation protocols.
• Identify and properly handle reports of patient safety issues, following specific reporting guidelines and procedures.
• Collaborate with on-site and remote Command Center teams; actively participate in shift handoffs, readiness briefings, and post-deployment debriefings.
• Maintain the strictest confidentiality for all patient and organizational data, in compliance with HIPAA and security standards regarding protected health information (PHI).
• Accurately record and track multiple issue reports per call, complying with documentation protocols.
• Follow all shift logistics, including equipment check-in/out, badge use, and Command Center access guidelines.
• Regularly monitor email and Slack for program communications, schedule updates, and operational instructions.
• Support 24/7 coverage by working assigned shifts including nights and weekends as needed during deployment periods.

Essential Skills, Experience

Ideal candidates will possess the following experience and skills:

• 1–2 years professional experience in a help desk, technical support, or call center role.
• Proven track record of accurate ticket logging, management, and resolution tracking.
• Excellent verbal and written communication skills with an ability to calmly de-escalate, assist, instruct, and guide diverse users through technical issues.
• Ability to thrive in a fast-paced, high-volume environment with frequently shifting priorities and tight deadlines.
• Demonstrated commitment to maintaining strict data confidentiality and the ability to follow regulatory, HIPAA, and PHI handling requirements.
• Willingness to work rotating schedules to ensure 24/7 coverage across multiple deployment cycles, including nights and weekends.
• Strong attention to detail, responsive problem-solving, and collaborative approach to teamwork.
• Comfort working with remote communication tools, multiple software applications, and adapting quickly to new health IT systems (training provided).

Tools & Systems you will use include:

• Supportal (ticketing and EHRM templates)
• Remedy
• Zoom Contact Center & Zoom Phone
• Slack

Qualifications:

• Must be able to successfully obtain and maintain a U.S. Government Public Trust Clearance.
• US Citizenship required.
• Must be authorized to work in the United States.
• Minimum 1–2 years prior experience in a related support environment.
• Availability for rotating shift work including nights and weekends during go-live periods.
• Ability to travel to deployment locations as necessary (all travel covered by program terms).
• Successful completion of background investigation and compliance with any further onboarding or credentialing required for program access.

What to Expect:
• Mandatory pre-deployment training and system access setup provided in advance of each market launch.
• Shift assignments and schedules communicated before each deployment period.
• Opportunity to work onsite in Kansas City and travel to additional markets (per deployment calendar).
• Participation in multiple deployment cycles for extended engagement available.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law
This Organization Participates in E-Verify