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 within acute and post-acute clinical environments. This role supports clinicians by troubleshooting technical and clinical application issues, contributing to patient care efficiency, and maintaining strong communication throughout issue resolution.
Candidate 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 support knowledge sharing and 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 relevant clinical and technical product offerings and support policies
Participate in team projects focused on improving quality and efficiency within 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
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 skills
Ability to work independently and collaboratively in a team environment under pressure
Interest in the clinical or medical space with a strong desire to learn
Minimum of 18 months experience working in a Service Desk Analyst role preferred
Previous experience in a nursing, medical, or pharmacy field is a plus
Previous experience working within 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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