Job Title Clinical Service Desk Analyst

Overview / Summary The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients while delivering a high degree of customer service and clinical knowledge within acute and post-acute environments. This role supports clinicians by resolving technical and clinical issues, contributing to patient care efficiencies, and learning clinical workflows within leading EMR systems. Candidates will be scheduled for one weekend shift per week.

Key Responsibilities

• Receive incoming calls from the client community, provide first-level support, and document customer information and troubleshooting steps

• Research, resolve, and respond to clinical and technical questions received through phone calls, emails, and other channels

• Provide timely callbacks and escalate issues to the appropriate individual or group when necessary

• Assist in resolving user and support issues across company sites to ensure timely knowledge distribution and positive user satisfaction

• Routinely contribute to the Clinical Knowledge Base

• Provide accurate and creative solutions to moderate user issues to support productivity

• Maintain current knowledge of clinical and technical product offerings and support policies

• Participate in team projects that improve the quality and efficiency of the resolution center

• Assist with special clinical product-related issues as needed

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

• Support clinicians throughout the patient admit-to-discharge process

• Work directly with physicians and nurses to troubleshoot technical problems impacting patient care

Required Qualifications

• Minimum HS diploma

• Basic typing skills

• Knowledge of Citrix and VPN

• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues

• Experience utilizing an ITSM to document incidents and requests

• Strong listening, verbal, and written communication skills

• Strong sense of urgency with the ability to multi-task and maintain attention to detail

• Positive attitude and willingness to learn EMR applications and workflows for level 1 support

• Well-developed organizational, communication, and time management skills

• Strong business maturity and professionalism

• Ability to troubleshoot, analyze, and resolve customer concerns

• High technical aptitude and strong PC literacy skills

• Ability to work independently and collaboratively in a team environment under pressure

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

• Previous experience in a nursing, medical, or pharmacy field is a plus

• Previous experience working with major clinical EMR applications such as Epic, Cerner, or Allscripts is 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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