> Markdown version of [/jobs/ext/2848617-ontada-sr-associate-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/2848617-ontada-sr-associate-service-desk-agent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Ontada Sr. Associate Service Desk Agent - **Company:** McKesson - **Location:** The Woodlands, TX, United States - **Experience:** Expert - **Salary:** $46,946.0 - $78,229.0 - **Contract:** Permanent contract - **Skills:** Knowledge Management, Networking Basics, Queue Management Systems, Electronic Medical Records - **Published:** September 11, 2026 - **Apply:** https://mckesson.wd3.myworkdayjobs.com/en-US/External_Careers/job/USA-TX-The-Woodlands/Ontada-Sr-Associate-Service-Desk-Agent_JR0153082 ## About the Role High School Diploma or equivalent Critical Skills * 1+ years healthcare operations or technology support experience * Consistent delivery of white-glove customer experiences in moderately complex support scenarios * Strong analytical and troubleshooting skills * Ability to independently resolve moderate-complexity customer issues * Working knowledge of clinical, operational, and customer workflows * Developing subject matter expertise in one or more supported products or services * Strong case management and customer communication skills * Ability to balance customer advocacy with operational requirements * Knowledge management and documentation development skills * Effective collaboration across teams and support functions * Ability to guide and support less experienced team members Additional Skills * Experience supporting healthcare technology, clinical applications, or electronic health record systems * Working knowledge of operating systems, application troubleshooting, and basic networking concepts * Experience utilizing ticketing, knowledge management, and customer support platforms * Ability to communicate effectively with customers, clinical staff, and business stakeholders * Experience facilitating customer education, onboarding, or workflow support activities * Ability to create or improve knowledge articles, training materials, and support documentation * Bilingual English/Spanish proficiency preferred * Prior healthcare operations, clinical support, or healthcare technology experience highly desired * Demonstrated initiative in identifying process improvement opportunities * Demonstrated ability to work effectively in a fast-paced environment ## Description As an Ontada Sr. Associate Service Desk Agent you will provide advanced frontline support while serving as a product specialist capable of independently resolving more complex customer issues and supporting team effectiveness., * Deliver white-glove customer experiences through proactive communication, case ownership, and issue resolution. * Resolve moderate-complexity incidents and requests requiring deeper application and workflow knowledge. * Serve as a subject matter resource for one or more assigned products, workflows, or support processes. * Analyze customer-reported issues and perform intermediate troubleshooting using available support tools and resources. * Identify patterns, trends, and recurring customer issues and recommend improvements. * Assist B1 representatives with troubleshooting guidance and issue resolution. * Participate in support readiness activities for product releases, enhancements, and workflow changes. * Contribute to creation and maintenance of knowledge articles, troubleshooting guides, and support documentation. * Support customer onboarding, education, and adoption activities when appropriate. * Assist with queue management and workload balancing activities. * Partner with peers and leadership to improve support processes and customer experiences. * Demonstrate growing understanding of product integrations and downstream customer impacts. * Additional Responsibilities * Develop subject matter expertise in one or more products, workflows, or customer support processes. * Assist with onboarding and training of new team members. * Contribute to the creation of knowledge articles, troubleshooting guides, and customer-facing resources. * Support product releases and readiness through knowledge acquisition and training participation. * Provide guidance to B1 representatives on standard troubleshooting and support practices. * Assist with queue management, workload balancing, and support coverage activities. * Identify recurring customer issues and recommend process or documentation improvements. * Participate in customer education and adoption activities as needed * Demonstrate commitment to McKesson's i2CARE and LEADRx principles and customer-first culture. * Support quality assurance initiatives and incorporate feedback into daily performance. ## Related Videos - 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