Clinical Service Desktop Support

Description:

FIELDGLASS COMMENTS SECTION REQUIRED INFORMATION

DO NOT INCLUDE THE FOLLOWING INFORMATION IN THE RESUME

When submitting a candidate, please ensure the following details are provided in the Fieldglass Comments Section:

• Candidate Location: Specify the candidate's city and state. This is mandatory.
• Skillset Alignment: Briefly summarize how the candidate's experience and skills align with the requirements of the role.
• Requested Time Off: Include any pre-planned time off, including vacations or other scheduled absences.
• Work Authorization Status: Clearly confirm whether the candidate is authorized to work in the U.S. The IS Department cannot consider candidates who require sponsorship.
• Pacific Time Zone Availability: Confirm that the candidate is comfortable working Pacific Time Zone hours, regardless of their location.
• LinkedIn Profile: The Hiring Manager and PMO will also be actively searching for candidates on LinkedIn. As a best practice for IT roles and to help mitigate the risk of identity fraud, all candidate submissions must include a link to the candidate's LinkedIn profile .

USC Medical Enterprise IS Department Resume Expectations

• Resumes must be professional, polished, and error-free. Submissions containing grammar or spelling errors, inconsistent fonts or formatting, or misaligned bullet points may not be considered.
• Verb tense consistency is required: use past tense for completed positions/responsibilities and present tense for current responsibilities.
• Do not include the supplier/company logo or name in the resume title or document.
• The IS Department places importance on continuity and stability in a candidate's work history.
• Four or more job changes within a two-year period, or extended periods of unemployment exceeding three months, may be a concern.
• Avoid overly broad skill lists. Focus on depth, relevance, and demonstrated experience.
• Clearly indicate whether a degree is "Completed or "In Progress.

Remote Work and Onsite Expectations

• This position is 100% onsite. This is NOT a remote role.
• Candidates should be fully aware of and comfortable with the onsite requirement before submission.
• Remote - local candidates only Shift: 11:00am - 7:30pm

Communication Requirements

• Candidates must demonstrate strong, clear, and professional communication skills when participating in meetings and interacting with stakeholders.
• Suppliers should pre-vet candidates for communication skills before submission to ensure they can communicate effectively and confidently.

Certifications & Licenses

• Any candidate who lists a certification or license on their resume must be submitted with a copy of each listed credential, regardless of whether the certification or license is required for the role.
• Submissions that do not include supporting documentation for certifications or licenses listed on the resume will not be considered.

Contract-to-Hire Interview Requirements

• For this CTH role, candidates will be required to attend the final interview onsite.

Assignment Details

• Work Location: 2011 N. Soto St., Los Angeles, CA 90032
• Campus / Medical Enterprise: Medical Enterprise
• Job Title: Clinical Service Desk Support
• Number of Openings: 1
• Assignment Type: Contract-to-Hire (CTH)
• Work Hours: 8:00 AM 5:00 PM
• Interview Process: 2 3 interview steps, including Microsoft Teams/video interviews and an in-person interview.
• Dress Code: Business Casual

Summary:

The Clinical Service Desk will provide application support to the Keck Medicine of USC community with a primary focus on our electronic medical record (EMR) system. This position administers end-user support for Cerner systems and applications; follows an escalation path to diagnose, troubleshoot, and coordinate resolutions through completion; and provides basic over-the-phone training and consulting to end-users. Supports the mission, vision, values, and strategic goals of Keck Medicine of USC.

Minimum Education:

• High school or equivalent required.
• Associate's degree in a related field preferred.

Minimum Experience:

• Minimum 2 years' experience in a service desk environment, with EMR experience.
• Clinical experience required.
• Must demonstrate exceptional customer service and communication skills, both verbal and written.
• Strong troubleshooting skills and ability to work with minimum supervision.

Accountabilities:

• Provide phone support and process emails for Cerner EMR technical issues utilizing available tools, procedures and policies.
• Ensure customers receive prompt, accurate, and courteous service.
• Assess and escalate user-reported problems in a timely manner; decide which issues require escalation to other Information Services teams.
• Stay current with system information changes and updates.
• Initiate communication with the Cerner technical support staff to research and resolve issues.
• Support Cerner account creations, modifications, and active directory password resets.
• Create and maintain training guides based on new information and best practices; Document and monitor new and existing workflows and associated procedures.

Other duties as assigned.

Medical Enterprise - Non-Clinical Onboarding - Must complete all onboarding requirements prior to the start date, with no exceptions.

We also appreciate timely updates on the Medical Enterprise onboarding status. Please note that the drug test must be completed within 72 hours of notification, or the offer may be withdrawn.

Background Checks

" Social Security Trace confirm 7 years worked and lived, as found by SSN trace

" County Criminal (Felony & Misdemeanor) 7 years

" Federal Criminal 7 years

" National Criminal Search (Widescreen Plus)

" National Sex Offender Registry

" State Healthcare Sanctions

" OIG/SAM (Office of Inspector General/System for Award Management)

Education

" SEE JD for required education

Employment

" List 3 previous employers; at least 2 must be verified

Other Required Documents

" HIPAA training acknowledgment

" Application form

" Temporary Worker Agreement

" Harassment & Discrimination pamphlet

Medical and Immunization Requirements (All items are billable EXCEPT for the Drug Screen)

Immunity Documentation (Bloodwork or Vaccination Records)

" Provide documentation/titers OR vaccine records for:

" MMR (Measles, Mumps, Rubella): 2 shots

" Varicella (Chickenpox): 2 shots

" Hepatitis B: 3 shots

" Must be fully vaccinated for MMR and Varicella.

Hepatitis B Vaccination

" May be declined (no exemption form required), but declination form must be on file (supplier can provide).

Tuberculosis (TB) Test

" Must be completed yearly.

" Documentation must show:

" Date of test.

" Result was read within 24 48 hours.

" For positive history: submit chest x-ray results.

Drug Screening 9 Panel, No THC (effective May 20, 2024)

" Required substance screening for:

" Amphetamines

" Barbiturates

" Benzodiazepines

" Cocaine metabolite

" Opiates (Codeine, Morphine, Hydrocodone, Hydromorphone)

" Oxycodone

" Phencyclidine

" Methadone

" Propoxyphene

Influenza Vaccine (Current Season)

" Flu season runs from November 1, 2026, through March 31, 2027. Deadline to be compliant this year is 10/31/2026.

" Not needed if starting between May 1st and September 1st (recommended to get vaccine after September 1st).

" Facility accepts signed personal/medical exemption form. IF DECLINING VACCINE, A MASK IS REQUIRED.

COVID-19 Vaccination

" Not required but strongly recommended.

Fair Chance Employment

Qualified Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Actv

Enable Skills-Based Hiring	No
Working Job Title	Clinical Service Desktop Support
Markup Category	Information Technology
Shift Details/Expected Working Days and Hours	SEE JD
Dress Code/Special Attire	SEE JD
Does this position require driving?	No
Will resource have direct patient contact?	No
HIPAA training required?	Yes
Nearest Parking Location	SEE JD
Will job responsibilities include working directly with minors?	No

Does the position allow for the worker to be virtual/remote?	No
Shore Options Available for this Position	Onshore Only
Critical Position?	No
Kelly Job Code	IT58
Operations Group	USC Medical Enterprise IS Departmen

Hours per Day	8
Hours per Week	40
Total Hours	1,040.00

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