Clinical Service Desk Associate

Heredia, Costa Rica

Clinical Service Desk Associate

We are seeking a Clinical Service Desk Associate to provide technical and application support to healthcare professionals and other end users. This role supports questions and issues related to electronic health record (EHR) applications, access, workflows, and technical support, with responsibility for managing issues through resolution.

The ideal candidate has prior help desk or application support experience, strong customer service and problem-solving skills, and is comfortable learning and supporting new technologies in a fast-paced environment.

This is a full-time, onsite position located at an office within the Euro Center in Heredia, Costa Rica.

Key Job Responsibilities

• Provide technical and application support to healthcare professionals and other end users by phone, email, or service desk ticketing system.

• Assist users with EHR application, login, access, workflow, and technical issues.

• Take ownership of assigned incidents and requests through resolution, ensuring timely follow-up and communication with end users.

• Document incidents, requests, troubleshooting steps, and resolutions accurately within the ticketing system.

• Troubleshoot issues using established procedures and knowledge resources.

• Meet established performance, quality, productivity, and service-level standards.

• Communicate clearly and professionally with end users throughout the support process.

• Maintain confidentiality and follow organizational policies related to patient and sensitive information.

• Participate in training related to healthcare technology, applications, and support processes.

• Collaborate with team members to identify recurring issues and improve the end-user support experience.

Qualifications

• Education in Information Technology or a related discipline.

• 1–2 years of experience in help desk, application support, or technical support.

• Previous healthcare experience preferred.

• Experience with or knowledge of hospital or clinical workflows is a plus.

• Exposure to electronic health record (EHR) systems is a plus.

• Strong verbal and written communication and customer service skills.

• Strong problem-solving skills and technical aptitude.

• Ability to learn new technologies and applications quickly.

• Strong attention to detail and organizational skills.

• Ability to work effectively both independently and as part of a team.