Medical Information Service Desk Agent

Service Desk Agent
- Remote

Must be US Citizen with ability to obtain federal clearance (active clearance is desired)

Ellumen is a leading IT services provider, delivering high-quality solutions to federal agencies and commercial clients. Our commitment to excellence has earned us recognition as a top workplace, and we continue to grow as we support the critical missions of our clients. We are seeking a Service Desk Engineer, to support the crucial Joint Operational Medicine Information Systems (JOMIS) healthcare delivery applications.

We are looking for motivated individuals to join our Service Desk team as agents. While prior experience in IT is beneficial, it is not required. Due to our Service Desk supporting medical related applications, we also highly value experience in the medical profession, as the skills developed in patient care—such as problem-solving, communication/vocabulary, and adaptability—translate seamlessly into this role. Comprehensive training and mentorship will ensure your success, regardless of your professional background.

• Incident Management:
  Address user inquiries via phone, email, or chat, logging all interactions in the ticketing system (Jira Service Management).
• Troubleshooting:
  Diagnose and resolve technical issues, providing users with clear and actionable guidance.
• Escalation:
  Collaborate with Tier 2 and Tier 3 support teams for complex issues, ensuring a seamless user experience.
• Knowledge Base Utilization:
  Leverage and contribute to our knowledge base (Confluence) for effective issue resolution.
• System Monitoring:
  Use tools like Splunk to proactively identify and mitigate potential issues.
• Customer Service:
  Provide empathetic and professional support to users in a fast-paced environment.
• Feedback and Reporting:
  Gather insights from users and recommend improvements to enhance service desk operations.
• Please note that the duties listed above are not exhaustive, and the successful candidate may be required to perform additional tasks as needed.

Education: High school diploma or equivalent required; associate or bachelor's degree preferred.

Experience:

• Prior Help Desk or IT support experience - a plus, but not required.
• Former medical professionals (e.g., nurses, medical assistants, or EMTs) are encouraged to apply.
• Basic computer literacy and a willingness to learn IT tools such as Jira Service Management and Splunk.
• Prior IT experience is welcome but not required.
• Strong communication and interpersonal abilities.
• Exceptional problem-solving and critical-thinking skills.
• Ability to adapt to new tools and processes quickly.
• Military medical background (Medic, Corpsman, Health Specialist) - highly valued
• Comfortable working shift hours in a mission-driven environment
• Strong communication, professionalism, and attention to detail

• Familiarity with healthcare workflows, terminology, or electronic medical records (EMRs).
• Knowledge of IT service management principles or troubleshooting tools (training will be provided).

• A supportive environment for individuals transitioning to the IT field.
• Comprehensive training and development programs.
• Competitive salary and benefits package.
• Opportunities for professional growth and certifications.
• A chance to work on impactful projects that support critical