Help Desk Specialist

Help Desk Agent (Ability to pass a Public Trust Clerance)

About the Opportunity

ECCO Select is supporting an EHRM Federal program initiative — one of the largest healthcare IT transformation initiatives in the federal government. Transitioning its clinical systems to a new platform, our team plays a direct role in ensuring a seamless experience for facility staff during critical go-live events.

We are recruiting experienced Help Desk Agents to serve as frontline support during post go-live deployment windows across multiple markets. This is high-impact, mission-driven work supporting healthcare professionals during a transformational modernization effort.

Engagement Structure

This is a project-based engagement structured around planned go-live deployment windows within the Kansas City Metro Area. Agents are engaged for defined periods of performance aligned to each market launch, with the opportunity for continued participation across multiple deployments.

Deployment Schedule (Travel)

· Market 1 — Travel - August 22 – September 3, 2026

· Market 2 — Travel - October 24 – November 5, 2026

· Additional markets anticipated through 2027

· Will be onsite in the Kansas City area when not traveling.

Between deployment windows, agents who remain engaged with the program have the opportunity to pursue other professional assignments through ECCO Select or to maintain program readiness in preparation for the next market launch. ECCO Select works proactively with each team member to ensure continuity of employment and advance planning across the full program calendar.

Role Overview

The Help Desk Agent serves as the primary point of contact for facility personnel during the EHRM go-live window, providing 24/7 coverage for end-user issue logging, incident management, and escalation support. Working from the Kansas City Command Center alongside internal teams, agents are responsible for maintaining the highest standard of responsiveness and professionalism during one of healthcare IT''s most consequential transitions.

Key Responsibilities

· Serve as the first point of contact for facility personnel, including super users and clinical staff, via inbound support calls during the go-live window

· Log and manage tickets accurately using Help Desk Script and EHRM templates within the Supportal ticketing system

· Triage, categorize, and assign incidents in accordance with established operating procedures, maintaining up-to-date ticket status throughout the resolution lifecycle

· Escalate critical incidents to the Engagement Owner or Integration Architect promptly and in accordance with defined escalation protocols

· Identify and appropriately handle patient safety issue reports, flagging and instructing callers per Oracle Health policy

· Collaborate effectively with on-site and remote command center staff; participate in shift handoffs, readiness briefings, and post-deployment debrief sessions

· Maintain strict confidentiality of all patient and facility data; adhere to HIPAA standards and secure handling procedures for Protected Health Information (PHI)

· Maintain accurate records and report multiple issues per call in accordance with tracking protocols

· Comply with all shift logistics requirements including equipment check-in/out, badge access protocols, and command center policies

· Monitor program communications via email and Slack to stay current on go-live preparation, scheduling updates, and operational requirements

Qualifications Required

· Must be able to successfully obtain and maintain a U.S. Government Public Trust Clearance

· Must be authorized to work in the United States

· Minimum 1–2 years of experience in a help desk, technical support, or call center environment

· Demonstrated ability to log and manage support tickets with accuracy and attention to detail

· Strong verbal communication skills with the ability to de-escalate and guide callers through technical issues calmly and professionally

· Comfort working in a fast-paced, high-volume environment with shifting priorities

· Ability to maintain strict data confidentiality and adhere to regulatory requirements including HIPAA

· Availability to work rotating shifts including nights and weekends in support of 24/7 coverage requirements

Security Requirements

· Candidates must be eligible to obtain and maintain a U.S. Government Public Trust Clearance.

· Employment is contingent upon successful completion of the required background investigation and all program access requirements.

· Candidates may be required to complete additional customer-specific onboarding, credentialing, and security compliance requirements.

Tools & Systems

Training on all program-specific systems will be provided prior to go-live. Agents will work within the following environment:

· Supportal (ticketing and EHRM templates)

· Remedy

· Zoom Contact Center

· Zoom Phone

· Slack

What to Expect

· Onsite deployment in the Kansas City area for the duration of each go-live window

· Mandatory pre-deployment training and system access setup in advance of each market launch

· Shift assignments communicated in advance of each deployment period

· Travel to deployment locations may be required; travel costs covered per program terms

· Opportunity to participate in multiple market deployments across the full EHRM program lifecycle

About ECCO Select

ECCO Select is a workforce solutions firm specializing in placing high-caliber talent on mission-critical programs across healthcare, technology, and the federal sector. We are committed to the success of every person we place—providing proactive communication, employment continuity planning, and the kind of partnership that extends well beyond a single engagement.