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 supporting clinical workflows, resolving technical and clinical issues, and contributing to improved patient care through effective 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 unresolved issues to appropriate teams

• Assist in resolving user and support issues across company sites to ensure knowledge sharing and user satisfaction

• Contribute regularly to the Clinical Knowledge Base

• Provide accurate and creative solutions to moderately complex user issues to maintain productivity

• Maintain current 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

• Learn and gain experience in clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts

Required Qualifications:

• Minimum high school diploma

• Minimum 18 months of experience in a Service Desk Analyst role preferred

• 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

• Strong attention to detail with ability to multitask and maintain urgency

• Positive attitude and willingness to learn EMR applications and workflows

• Strong organizational, communication, and time management skills

• Professionalism and business maturity

• Ability to troubleshoot, analyze, and resolve customer concerns

• High technical aptitude and strong PC literacy

• Ability to work independently and as part of a team under pressure

• Interest in the clinical or medical field with a strong desire to learn

• Previous 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

• Willingness to work at least one weekend shift (Saturday or Sunday) each week

  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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