Job Title:
Healthcare IT Service Desk Analyst
Overview / Summary:
The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, delivering a high degree of customer service and applying clinical knowledge within acute and post-acute environments. This role involves resolving clinical and technical issues, supporting clinicians, and contributing to improved patient care through effective issue resolution and knowledge sharing. Candidates will be scheduled for one weekend shift per week.
Key Responsibilities:
Receive incoming calls, provide first-level support, and document all interactions including customer information and troubleshooting steps
Research, resolve, and respond to clinical and technical inquiries via phone, email, and other channels
Provide timely callbacks and escalate unresolved issues to appropriate teams
Assist in resolving user and support issues across company sites to improve knowledge sharing and user satisfaction
Contribute to and utilize the Clinical Knowledge Base for issue resolution
Deliver accurate and effective solutions to moderately complex user problems
Maintain current knowledge of clinical and technical product offerings and support policies
Participate in team projects to improve resolution center efficiency and quality
Support clinicians throughout the patient lifecycle from admit to discharge
Work directly with physicians and nurses to troubleshoot technical issues impacting patient care
Learn and gain experience with clinical workflows in EMR systems such as Epic, Cerner, Meditech, and Allscripts
Required Qualifications:
Basic typing skills
Knowledge of Citrix and VPN
Experience troubleshooting printers, web browsers, local and web-based software, and basic network issues
Experience using an ITSM tool to document incidents and requests
Strong listening, verbal, and written communication skills
Ability to multitask with attention to detail and a strong sense of urgency
Positive attitude and willingness to learn EMR applications and workflows
Strong organizational, communication, and time management skills
Professionalism and business maturity
Strong problem-solving and analytical skills
High technical aptitude and strong PC literacy
Ability to work independently and as part of a team under pressure
Minimum high school diploma
Minimum 18 months of Service Desk Analyst experience preferred
Interest in the clinical or medical field with a strong desire to learn
Previous experience in nursing, medical, or pharmacy field preferred
Experience with EMR applications (Epic, Cerner, Allscripts, etc.) preferred
HDI Support Center Analyst Certification is a plus
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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