Job Title:
Service Desk Analyst (Healthcare IT Support)
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 efficient issue resolution.
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
Perform timely callbacks and escalate issues to appropriate teams when necessary
Assist in resolving user and support issues across company sites to enhance knowledge sharing and user satisfaction
Contribute regularly to the Clinical Knowledge Base
Provide accurate and creative solutions to moderately complex user problems
Maintain up-to-date knowledge of clinical and technical product offerings and support policies
Participate in team projects to improve resolution center quality and efficiency
Support clinicians throughout the patient lifecycle from admit to discharge
Work directly with physicians and nurses to troubleshoot technical issues impacting patient care
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
High level of professionalism and business maturity
Strong analytical and problem-solving abilities
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 strong customer service skills
Experience in nursing, medical, or pharmacy field is a plus
Experience with EMR systems (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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