Help Desk Agent #11357

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

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., 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., · 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 company 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

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

Do you have experience in Ticketing system technical support?, · 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, * Are you open to national travel during planned go-live deployments?

• Are you eligible to obtain a Public Trust Clearance?
• Due to the government nature of this project US Citizenship is required, do you meet this requirement?
• Do you have experience in a help desk, tech support, or call center environment with expertise managing and supporting tickets?
• Do you have strong verbal communication skills with the ability to de-escalate and guide callers through technical issues?

Work Location: Hybrid remote in Kansas City, MO 64129

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

ECCO Select is certified as a Women-owned, Minority-owned, Small Business Enterprise. Through best-in-class talent acquisition, IT program management, and being an established government contractor, ECCO Select specializes in providing people, process, and technology solutions for our clients’ needs. ECCO Select has experience in assisting our commercial and government clients successfully manage projects and programs that transform their business operations through a variety of IT solutions. We’re the talent behind the technology. To find out more about ECCO visit www.eccoselect.com.