Ontada Sr. Associate Service Desk Agent

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. At Ontada, we are transforming the fight against cancer by bringing together technology, data, and expertise to support better patient outcomes. As part of McKesson, we develop innovative oncology solutions that empower clinicians, practices, researchers, and life sciences organizations throughout the cancer care journey. Our teams play a critical role in delivering exceptional customer experiences and ensuring the reliable operation of technologies that help improve the lives of patients facing cancer.  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.  Key Responsibilities  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.  Minimum Requirement Typically requires 1+ years of related experience. Education 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  Shift Details Flexible 8-10 hour shifts Monday-Friday between 6:00 AM and 6:00 PM Central, with participation in an on-call rotation (Thursday-Thursday, 6:00 PM-6:00 AM Central) to support customer incidents, service continuity, and business operations.  Physical Requirements  General Office Demands  Up to 20% Travel to Customer Sites for Implementation Assistance and Training Opportunity We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay p